As Omni handles and supports various messaging content delivery like plain text, rich media, interactive messages to supported channels without user-intervention by using smart logic, it is important to understand certain concepts and functioning of the platform before proceeding further.
Content types (Text, voice, rich media, interactive messages) has certain mapping to Message type (SMS, MMS, AT&T GSM, Voice, Email) based on Address Type (Mobile, Landline and Email) entered by the user. For instance an image i.e. a rich media is an unsupported content for SMS and Voice. AT&T GSMS Omni handles message delivery based on mapping of content type selected by the user and address type entered by them. We've implemented two logics to support message handling:
Explicit Message Handling
If users explicitly mention their choice under Contact's Preferences, Omni reads user's choices before sending a message to any delivery channel. For example, if the Personal Preference indicates Voice as most preferred channel, so a text message will be delivered as Voice to the entered mobile number. Below is the matrix indicating support for content type, address type and delivery methods for explicit message handling:
Explicit Message Handline - OMNI
Implicit Message Handling
If Contact Preferences are not available in the Contact settings, system will process the message handling based on Implicit rules. With the same example as mentioned in explicit message handling, if there are no personal preferences mentioned for a contact, a text message will be delivered as SMS to the mobile. Below is the matrix indicating support for content type, address type and delivery methods for implicit message handling:
Implicit Message Handline - OMNI
As you can notice above, explicit message handling provides more flexibility to deliver messages and enables user to send broadcasts to wider audiences. In order to utilize full potential of Omni, administrators must ensure that the Contact - Personal Preferences indicate preferred delivery methods. Optionally, system will follow the message handling as per Implicit Message Handling rules.