Mashup 3rd Party SMS Message Integration in SAP C4C

[denizhanak]

In today's rapidly evolving world, mobile phones have emerged as indispensable gadgets, serving as the cornerstone of our daily lives. Despite the waning significance of Short Message Service (SMS), it remains a preferred communication channel for companies to connect with their customers. Furthermore, the transmission of crucial registration codes necessitates the utilization of SMS. Consequently, the integration of SMS functionality within SAP C4C assumes highly importance.

In this insightful blog post, we aim to guide you through the configuration process of your third-party SMS message integration. Additionally, we will provide you with a comprehensive tutorial on how to rigorously test your integration by employing manual messaging techniques within the SAP C4C environment.

In SAP C4C there are 3 steps to configure your SMS integration;

1- Enable the SMS Channel

2- Configure a Mashup SMS Service

3- Configure a SMS Channel

 

1- Enable the SMS Channel

Under Business Configuration --> Implementation Projects --> Edit Project Scope -->  Editing Questions --> Sales --> Account and Activity Management --> Activity Management --> Enabling "Do you want to record messaging activity ?"

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2- Configure a Mashup SMS Service

Under Administrator --> Mashup Web Services --> New --> Rest Service --> Filling the areas needed

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Basically, one of the most significant issue is filling the "BODY" area. To sending SMS you need to fill this area correctly with the information from company and 3rd Party SMS Provider. Also for MESGBODY and NUMBERS areas need to fill SAP C4C Body logic.

Authentication Type: Depends on supplier and company. In this example it is basic.

Service Protocol: XML

HTTPS Method: POST

Also, after you may press simulate button on below to try your mashup.

 

3- Configure a SMS Channel

Configuring SMS channel is mandatory to sending SMS Messages in service tickets. In this configuration you need to name your configuration and select ticket type.

Under Administrator --> Service and Social --> Messaging Services --> New

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Testing SMS Manually

After all of these configurations, you may try your SMS Message services from tickets.

Under Tickets --> Select one of the ticket or create new --> Interactions Tab --> New --> Select SMS --> Choose your SMS Service --> Enter phone number to send SMS --> Enter text and send

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In conclusion, in today's dynamic world, mobile phones are indispensable, with SMS remaining a crucial communication channel for businesses to connect with customers. In this post you may learn how to make 3rd party SMS Integration for SAP C4C. Also, you may test your integration manually on ticket workcenter.

Stay tuned as we guide you through the process and empower you to enhance customer communication within SAP C4C.

Also you may find the SAP Video document for external SMS integration on this Microlearning Movie Link.

Finally, please do not hesitate to share your feedbacks for this post and do not forget to follow me from denizhanak

 

[former_member858919]

So useful article!

[former_member722248]

Great article, waiting for the next ones!

[former_member858921]

I couldn't find these details about SMS integration before. It is really helpful!

[aaygun]

Thank you so much its really helpful!

[former_member829264]

Thanks for all the useful info!

[former_member858920]

We created a similar integration in our project by following the steps in the article. Thanks for the valuable information!

[burakbiber]

BRILLIANT! 

[MikaK]

Dear Ziya


Thankyou for a great blog post!

Would you say that this is still the case for sms integration to C4C:

"3. Tickets does not show the messages with multimedia content.

– Only text messages are supported, no support for multi-media messages (messages with pictures, videos and other attachments)."

from https://blogs.sap.com/2017/06/16/faqs-on-sms-integration-with-tickets-in-sap-hybris-cloud-for-custom...

Best Regards Mikaela

[mracantonius]

For the SMS gateway, what 3rd party application did you use for that? Is it possible via Sinch?

Looks like microlearning link is no longer available.

[Sbertolie]

I had a similar setup and ran into a timeout issue with the external service, which was causing the text messaging not to go through reliably. Extending the timeout settings on the communication arrangement helped. Also, double-check that the custom mashup URL you build actually handles special characters in the message body properly—it broke mine until I fixed the encoding.