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Configuring SMS treatments

Updated on August 4, 2022

A newly created SMS Treatment starts out with an input field for the key code and a blank canvas to compose the SMS message, as shown below.

Pega Customer Decision Hub Pega Customer Decision Hub Pega Customer Decision Hub Pega Customer Decision Hub

The SMS Treatment rule includes the following tabs:

Tab NamePurpose
MessageCreate the contents of the Treatment. Refer to Using the SMS Treatment Editor.
Test MessageTest the content and format of this Treatment by sending it. Refer to Testing the SMS Treatment.
HistorySpecify the Description and Usage information for this Treatment.

Extending the SMS treatment form with custom properties

If the default list of fields available on the SMS treatment form does not contain a property which you require, edit the SMSTreatments Decision Data rule used by the treatments.

For more information, see Managing Decision Data rules in Pega Customer Decision Hub. Any new properties you add to the form are automatically available for all previously created treatments.

Using the SMS Treatment Editor

The SMS Treatment editor enables the user to specify the contents of the SMS message. Users can simply type the content of the message into the editor.

The SMS editor provides the following features:

  • Character count - As a user types the message content, the editor displays the number of characters in the message. Once the content goes past the length of one SMS message (160 characters), the editor also displays the message number along with an informational note to the user about SMS message lengths.

  • Spell check – Users can use perform a spell check via the Check Spelling icon:

    Spelling errors are underlined in red. Clicking an incorrectly spelled word provides a list of possible corrections. Selecting one of these corrections replaces the incorrect word with the selected suggestion.

Embedding Relevant Data

Relevant data (such as customer information, action details, etc.) can be embedded into an SMS Treatment via the Insert Property icon.

Upon clicking this icon, the Property Parameters dialog can be configured to embed the necessary data field. In addition to specifying the name of the field to be embedded, users can also specify:

  • Format – Reference to a Format rule that determines how this field should be formatted.
  • When – Reference to a When rule that determines whether this field should be displayed or not.

When an SMS message contains embedded fields, the character count is an approximation of the message length. Each embedded field counts as 15 characters towards the character count for the message.

Testing the SMS Treatment

The Test Message tab on the SMS Treatment provides an easy way to test the content of the SMS Treatment when it is actually delivered.

The following options are available for configuring the test message:

  • To – Recipients of the test message. Select either Test Recipients or Seed List.

    • Test Recipients - Enter list of recipients. Each entry can either be the Operator ID of an existing user in the system or a valid mobile phone number. If the operator ID is entered, operator information such as the name and phone number is populated as the customer data and the test message is sent to the operator’s phone number.

    • Seed List - Select a predefined Seed List as the intended recipients of the test SMS message. The data for each seed is populated as the customer data and is visible (if referenced) in the message. In this case, the Mobile Phone column in the Seed List (.pyMobilePhone property) specifies the phone number to which the test SMS message is sent. Refer to the Seed Lists chapter for information on configuring a Seed List.

  • Test Account Settings – Specify SMS Account settings for sending the test SMS message.

    • Use Default SMS Account - Select this option to use the Default outbound SMS Account.

    • Specify SMS Account - Select this option to specify the outbound SMS Account to use for delivering the test message. Specify the account name in the Test Account field.

After the test message has been configured, it can be sent via the Send Test Message button.

Upon clicking this button, the SMS Treatment is saved and the test SMS message is sent to the specified recipients. The status of the test is displayed. Any errors in the test delivery are displayed in case of a failure. These can be corrected and the test message resubmitted for delivery.

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