SMS overview

Last Updated : Jun 05, 2026 |

Experience Portal 7.0 and later versions support SMS as an additional communication channel.

The major features driving the SMS capability are:

  • Sending outbound SMS messages.

  • Receiving and processing inbound SMS messages.

  • Sending a response to inbound SMS messages.

  • Handling of delivery receipts from SMS messages.

The major components that are enhanced or added to the system include:

  • SMS Web Application: A web application that provides a web user interface for configuring and managing the SMS-related components.

  • SMS Processor : A web application that interacts with an SMSC server over HTTP/HTTPS or the SMPP protocol , routes messages to Orchestration Designer SMS applications, and provides methods for sending SMS messages.

  • Orchestration Designer: A new application type called SMS is added.

  • Application Interface Web Service: The service is enhanced for sending multimedia messages.

Experience Portal provides additional support for the multichannel features in the following ways:

  • Incoming SMS can be routed to Orchestration Designer SMS applications.

  • Orchestration Designer SMS application can reply to an incoming SMS.

  • Delivery receipts can be routed to Orchestration Designer SMS applications.

  • Orchestration Designer applications of any type can send an SMS message. For example, a voice application can send an SMS message.

  • Experience Portal provides support for http and https for an outbound SMS.

  • Experience Portal provides support for SMPP for inbound and outbound SMS.

  • Experience Portal provides multilingual SMS support.

  • Experience Portal provides built-in grammar support such as word spotting for text-based messages.

  • The EPM system monitor displays real-time SMS statistics.

  • Contact and Session reports display the inbound and outbound SMS statistics. Filters and summary options exist for SMS.

  • EPM Log Viewer, Alarm Manager, and Audit Log display voice, email, and SMS-related information.

  • The EPM installation program installs the SMS support application.

  • Experience Portal provides high availability and scalability with load balancing across connections.