When ACE sends a text message, the message is sent from a phone number associated with the configured text message vendor. In ACE, these sending phone numbers are referred to as Origination Numbers.
ITMS and TrueDialog text message vendors can be configured with multiple Origination Numbers, creating a phone number pool. A phone number pool gives ACE multiple sending numbers to use when communicating with a consumer.
When a consumer has not responded to a text message, ACE can use another available number from the pool for a subsequent message. After the consumer responds, ACE continues the conversation using the phone number the consumer responded to.
To add additional Origination Numbers, contact sales@interprose.com.
How Phone Number Pools Work
ACE uses the consumer's messaging history to determine which phone number from the pool to use.
Before the consumer responds: ACE uses the configured sending numbers in order, using each available number before reusing a number.
After the consumer responds: ACE continues the conversation using the number that received the response.
After all numbers have been used without a response: The When All Numbers Are Unanswered setting determines what ACE does next.
This behavior applies to both automated and agent-sent text messages. Agents select the text message vendor when sending a message; ACE determines which individual sending number to use.
Configure a Phone Number Pool
Go to Setup → Text Message → Vendors.
Open an ITMS or TrueDialog text message vendor.
In Origination Numbers, enter the phone numbers available for sending text messages as a comma-separated list without spaces.
Enter the primary sending number first.
From When All Numbers Are Unanswered, select how ACE should handle sending after all configured numbers have sent an unanswered message.
Click Save.
Note
The order of the Origination Numbers determines which unused number ACE tries first. The first Origination Number is also used as the Primary Number when that option is selected.
Image displays the When All Numbers Are Unanswered Field
Configure When All Numbers Are Unanswered
The When All Numbers Are Unanswered setting determines what ACE does after every origination phone number in the pool has sent an unanswered message to the consumer.
Option | Behavior |
|---|---|
Balanced | Uses the Origination Number with the fewest unanswered messages to the consumer. If multiple Origination Numbers have the same count, ACE uses their configured order. |
Random | Randomly selects an Origination Number from the configured pool. The same Origination Number may be selected more than once. |
Primary Number | Uses the first Origination Number configured in Origination Numbers. |
Do Not Send | Does not send the message when all configured Origination Numbers have already sent an unanswered message to the consumer. |
Note: Existing text message vendors default to Balanced.
What Happens When a Consumer Responds
When a consumer responds to a message from one of the phone numbers in the pool, ACE continues subsequent messages using that same number. This keeps the conversation associated with the number the consumer responded to.
This applies to both automated and agent-sent messages. Agents do not need to select the sending number manually.
Opt-In and Opt-Out Behavior
Phone number pools do not override text messaging eligibility requirements.
If a consumer phone number is explicitly OPTED_OUT, ACE prevents outbound messages from being sent using another number in the vendor's phone number pool. An explicit opt-out also prevents messages that do not otherwise require a positive opt-in from being sent
Important
A phone number pool determines which configured phone number ACE uses to send an eligible message. It does not provide a way to bypass a consumer's explicit opt-out.