Multi-Media Messaging Service (MMS) Support for Twilio
Important: You must contact your Enghouse Interactive support representative to enable this functionality. You will not automatically be able to send attachments with your SMS interactions.
CxEngage has enhanced SMS so that agents can send and receive multi-media content, such as images and file attachments, within customer interactions. MMS functionality is only available to customers who use Twilio as their messaging provider.
Note: MMS (multi-media messages) can be sent and received in the United States, Canada, and Australia by using a Twilio phone number that is MMS-enabled. Currently, Twilio offers MMS-enabled long code phone numbers in the US and Canada, MMS-enabled short codes in the US, and Australian Long Codes.
Agents can now send and receive file attachments in active SMS messages in , via Twilio. Attachments are stored and retrieved along with interaction history. Supervisors can view attachments in Agent State Monitoring.
After the initial contact with a customer, whether the interaction is inbound or outbound, a paperclip icon displays beside the Send button. The agent simply clicks the paperclip, browses to the image, video, or document that they want to send, and clicks Open. The agent can include text with the attachment. As well, the customer can send attachments to the agent. The agent can click on an attachment to open and download the file.
Note: When creating an outbound interaction, the agent must send an initial message before the paperclip appears and attachments are allowed.
When an agent transfers or copies the interaction the attachments are included.
Agent Monitoring and Reporting
Supervisors can monitor interactions with attachments through Skylight or Interaction Monitoring. The supervisor can click the attachment to open or download the file. Once an interaction is completed, reporting includes attachments with the interaction.
File Attachment Requirements
Some file formats that can be sent via attachment during an interaction include jpeg, png, gif, heic, mp3, mp4, mpeg, and quicktime. See the list below for a full list of accepted formats. If the agent or customer attempts to send a format that is not supported, an error message displays.
Media Size Limits and File Name Guidelines
Files attached to an MMS message are limited to 5 MB.
Things to remember when naming a file to attach to an interaction:
-
Don't use spaces.
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Keep file names to 20 characters or less.
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Avoid most special characters, such as `~ ! @ # $ % ^ & * ( ) [ ] { }`.
Accepted file types:
|
Images |
|
|---|---|
| .jpeg | .jpg |
| .gif | .png |
| .heic | .heif |
| .tiff | .bmp |
|
Video |
|
|---|---|
| .mpeg4 | .mp4 |
| .mpeg | .webm |
| .quicktime | .3gpp |
| .3gpp2 | .3gpp-tt |
| .H261 | .H263 |
| .H263-1998 | .H263-2000 |
| .H264 | .H265 |
|
Audio |
|
|---|---|
| .ogg | .mpeg |
| .mp4 | .mp3 |
| .3gpp | .3gpp2 |
| .basic | .L24 |
| .vnd.rn-realaudio | .vnd.wave |
| .ac3 | .webm |
| .amr-nb | .amr |
|
Text |
|
|---|---|
| .vCard | .x-vcard |
| .directory | .csv |
| .richtext | .rtf |
| .calendar | |
|
Application |
|
|---|---|
| .vcard | |
File formats that are not supported
| File format | content type sent to Twilio | Content type sent to Amazon S3 |
|---|---|---|
| .heic | image/heic | application/octet-stream |
| .heif | image/heif | application/octet-stream |
| .amr | image/amr | application/octet-stream |
| .wav | audio/vnd.wav | audio/wav |
| .ac3 | audio/ac3 | audio/vnd.dolby.dd-raw |
| .rtf | text/rtf | application/msword |
| .h261 | video/H261 | application/octet-stream |
| .h263 | video/H263 | application/octet-stream |
