Implementing SMS notification for the Add 2GB Data case type

Updated on March 28, 2022

In Customer Service for Communications, an SMS notification to add 2GB of data is sent to customers who have used more than 80% of their monthly data and have more than 10 days left in their billing cycle. The Add 2GB Data case is built in the Customer Service for Communications Self-Service application for the purpose of demonstrating the proactive SMS notification that is sent to a customer. To send proactive SMS notifications to customers, configure the Add 2GB Data case type for SMS notification as described in this section.

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Important: Pega does not provide out-of-the-box capabilities to build the compliance requirements for sending outbound SMS notifications that are required by local laws and government. Clients must build any compliance requirements and ensure that customers opt-in before sending them outbound SMS notifications.

Configuring the Add 2GB Data case type

To configure the Add 2GB Data case type for proactive SMS notifications, create a CSV file as the input file that contains the list of customers to whom you want to send an SMS notification. You can structure the CSV file to use the System of Record (SOR) or integrate with any other systems that are required.

Before you begin:

Note the following:

The server environment should be DMZ-enabled.
Obtain a Twilio account to use for sending the SMS notification.
In the current out-of-the-box implementation, the application creates a case only when the customer's response is Buy.
The initial SMS notification that is sent using the Twilio API is not saved as part of the conversation. The subsequent interactions between the customer and Pega are captured as part of the conversation history only if a case is created.

Create a CSV file that contains the customer records.
The file should include two columns and a header as shown in the following figure. The first column has the customer's phone number (including the country code), and the second column has the customer's account number. A header is required because the first row is not recognized in the current implementation of the SMS notification.
CSV file format example
Import the sample DML file from the version 8.7 PegaCRMC.jar file.
In Dev Studio, open the PegaCSCSelfService application rule.
On the Cases & data tab, add the PegaComm-FW-CPMCFW-Work-Service-Add2GBData class.
On the Security tab, in the Digital Messaging security section, enter the Manager ID and Key for your environment:
Adding the Manager ID and Key for your environment
On the Cases & data tab, enter Add2GBData in the Name field:
Adding the Add2GBData case type to the PegaCSCSelfService application definition
In App Studio, click Settings > Configurations, and then verify that the Enable outbound SMS notification settings are correct and meet your business requirements for sending the initial SMS notification to customers:
Configuration settings for the Enable outbound SMS notification
In the header of Dev Studio, search for the ProactiveSMSFromNumber property, and then enter the number that you received from Twilio (preceded by the country code):
ProcactiveSMSFromNumber field
In the header of Dev Studio, search for the ProactiveSMS Authentication Profile, and then enter the Authentication ID and Key values that you received from Twilio:
Adding the Twilio Authentication ID and Key values to the ProactiveSMS Authentication Profile
In the header of Dev Studio, search for Proactive sms, and then open the Connect REST rule type.
In the Resource path field, update the resource path of the Proactive SMS Connect REST with the authentication ID that you received from Twilio:
Updating the Proactive SMS Connect REST rule resource path
In the navigation pane of Admin Studio, click Resources > Queue processors, and then verify that the status of the InitiateSmsToCustomers queue processor is active and running:
Verifying the status of the InitiateSmsToCustomers Queue processor
At the top of the Queue processors page, click the System Runtime Context link to open the Applications page.
Verify that the Applications page includes version 8.7 of the PegaCSCSelfService application:
Verifying the PegaCSCSelfService application version
In the left navigation pane, click Resources > Listeners and verify that the status of the ProactiveSMS File listener is active and running:
Verifying the status of the ProactiveSMS File listener
Log in to any file transfer application such as WinSCP or Filezilla.
Open the /tmp/ folder and ensure that the ProactiveSMS folder name has the same format as the folder shown in the following figure. This folder is created when the file listener runs and automatically picks the CSV file to execute.
Proactive SMS folder name format
Note: To allow Pega to access the CSV file, ensure that the Pega user is the owner of the folder and the file. If the file listener does not pick the file after making the Pega user the owner, try granting 0777 access to the file and the work_ProactiveSMS folder.
In Dev Studio, open the PegaCSCSelfService application, and then click Configure > Channels and interfaces.
In the Add 2GB Data Messaging Channel, configure the Twilio setup:
Note: The following images might vary depending on the version of the Pega Customer Service for Communications application on which you are implementing the case.
1. On the Connection tab of the Add 2GB Digital Messaging page, click Manage connections.
2. On the DIGITAL MESSAGING MANAGER page, click Add connection:
  Creating a Digital Messaging connection
3. On the Add a connection page, click SMS:
  Connecting the SMS Messaging channel
4. On the New Twilio SMS page, verify that the Webhook URL is the same as the Manager Key and ID of the application.
5. In the Add Country field, select a country and then click Add to add the supported country code for receiving the response from customers to the corresponding Twilio number:
Adding the supported country codes to the Twilio number
When successfully added, the Twilio number is visible on the Connections tab of the Messaging Channel:
Twilio number visible on the Connections tab of the Messaging Channel
You can view all SMS conversations on the clipboard for the specific interaction that was created.