Question
Accenture
IN
Last activity: 9 Jul 2025 20:06 EDT
2 way SMS send out -CDH implementation
We have a requirement to implement two way SMS send out, it follows as below.
Sequence of interaction with customer 1. We first target the customer from Primary campaign and send an SMS offer. 2. Customer responds to SMS with "yes/no " texts. 3. based on the customer response we need to Send customer another offer or SMS. we do have API to send SMS in real time
Is it implemented in any of our application. If yes, looking to connect and know more.
We have two approaches :
1. Create 3 different SMS response actions for primary SMS offer sent from campaign Ex: Primary action is "Action A" sent from primary campaign and we will create 3 more actions for customer response "Action A_Positive","Action A_Negetive", "Action A_Neautral" , based on customer response we will send the offer. We are clear with this approach, but this adds more work to NBA specialists
2. Using wait and hand-off shape in offer flow. With this approach, we noticed that campaign run completes only when all the actions with wait receives response or gets expired Also, Once wait is expired Pega sends generic offer, which needs to be handled.
Is there any better approach to implement this ?
Thanks
Cognizant Technology solution
US
There Are 2 ways you can do that,
1. Using Customer journey- You put the primary action in the first stage and subsequent 3 actions in the next stage
Using Stage entry criteria-> Behaviour Entry criteria for the 2nd stage
2. Write a small strategy using IH summary to filer offer based on the outcome of primary offer and then use that strategy in the subsequent offer's engagement policy(Eligibility)
Victor
HCA Healthcare
US
@DhulappaR16618657 To implement two-way SMS in CDH, the best way is to use an event-driven approach. First, send the SMS offer from your primary campaign using real-time API. When the customer replies with “yes” or “no,” capture this response through an inbound SMS listener or webhook. Then, trigger a real-time container in CDH to decide the next best action based on the reply. This next offer or message can also be sent through the same SMS API. This method avoids creating multiple actions like "Action A_Positive" or using wait shapes, which can make the campaign complex or delay completion. It is faster, scalable, and easy to manage for NBA users.