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Nextiva Contact Center: How to Create an SMS Outbound Campaign

Article 000004084 · Updated May 4, 2026 · 1,078 views

Prerequisites

 

Step 1: Set Up Field Mapping

Field mapping tells the system how to read and upload your contact list.

  1. Login to NCC as an administrator.
  2. Click the Options Menu icon.
  3. In the “Search…” field, enter the words “Field Mappings”. Click the Field Mappings icon.
  4. Click the (+) icon next to the search bar to create a new Field Mapping.
  5. In the Information tab, do the following:
    1. Enter a name in the Name field.
    2. Enter an optional description in the Description field.
    3. Click the file icon above the File Name field. This should be a CSV file.
  6. Click the Save icon in the upper right corner.
  7. Click the drop-down arrow in the Mapping Schema field. Select Contact.
  8. Click the Fields tab.
  9. At minimum, map the Mobile field to the column that contains the phone numbers in your CSV. 
  10. Click the Save icon.

NOTE: If the field mapping is shared with a dialing campaign, the same field mapping can be reused. For dialing, you also need to map: phone, first name, and last name.

NOTE: Fields defined in the field mapping  can be created as variables for use in the template you’re sending to personalize messages.

Once you have the Field Mapping configured, you can configure the outbound campaign.

Step 2: Create a Template

To create a template, complete the following steps:

  1.  Click the Options Menu icon.
  2. In the “Search…” field, enter the word “Template”. Click the Template icon.
  3. Click the (+) icon next to the search bar to create a new Template.
  4. In the Information Tab, do the following:
    1. Enter a name in the Name field.
    2. Enter an optional description in the Description field.
  5. Click the Options tab. Do the following:
    1. Click the Use for SMS toggle button.
  6. Click the Script Tab. This is where you enter the text of the template that you want to present to the user handling the workitems. This could be plain text, an HTML link, an emoji or a combination of all three.
  7. Click the Save icon.

NOTE: If you want to substitute a variable, such as:

  • first name with ${firstName}
  • Last name with ${lastName}
  • Phone number with ${phone}
  • Email address with ${email}
  • Mobile Number with ${mobile}
  • Address with ${address}
  • City with ${city}
  • State with ${state}
  • Account Name with ${accountName}

 

The template can now be used in the outbound campaign.

Step 3: Configure The Outbound Campaign

Configure the Campaign

  1. Click the Options Menu icon.
  2. In the “Search…” field, enter the word “Campaign”. Click the Campaign icon.
  3. Click the (+) icon next to the search bar to create a new Campaign.
  4. In the Information Tab, do the following:
    1. Enter a name in the Name field.
    2. Enter an optional description in the Description field.
  5. Click the Options Tab. Do the following:
    1. Click the Use for SMS toggle button.
    2. Click the Use for Outbound Campaign toggle button.

  1. Click the Save icon.
  2. Click the back arrow. Navigate back to the campaign so you can see the Lists tab. 

Configure the Dialer

  1. Click the 3 dots (...).
  2. Click Dialer Configuration.
  3. Click the list icon above the Field Mappings tab.
  4. Select the Field Mapping that you created Step 1.

Add a List of Contacts

  1. Click the 3 dots (...).
  2. Click Lists.
  3. Click the (+) sign next to Lists.
  4. In the Add Lists window, do the following:
    1. Enter a name in the Name field.
    2. Enter an optional description in the Description field.
    3. Click the drop-down arrow in the Type field. Select the type most appropriate for your campaign.
    4. Scroll down and enable the SMS toggle button.
    5. Click the file icon above the Uploaded File field. Select the list to be used for this campaign.
    6. Click OK.

NOTE: The Add Lists window can be viewed in an expanded view showing all fields at once. If using the standard window, scroll down to see all options including the SMS toggle and the Uploaded File field.

 

 

Configure SMS Actions

  1. Click the 3 dots (...).
  2. Click SMS Actions. SMS actions define what happens depending on whether a message is successfully delivered or fails. The SMS Actions tab has the following fields:
    1. Success Function: Click the list icon and select the function to trigger when an SMS is delivered successfully. The minimum for a Success Function is to update the lead and terminate. In the lead update, you should have an action selected and a disposition.

 

    1. Fail Function: Click the list icon and select the function to trigger when an SMS fails to send. The minimum for a Fail Function, is to try to reach the lead once and then remove the lead from the list. Or you can track the lead attempts, and decide to set up a callback or remove them from the list, depending on the number of lead attempts.

 

In the picture above, you’re choosing the variable name to be leads.

 

 

In the picture above, the variable tracking the lead attempts is workitem.data.leads.size. It used leads, because that’s the variable name selected in the Get Leads component. This example removes leads from the list because the number of lead attempts is greater than or equal to 3.

 

In the picture above, the variable tracking the lead attempts is workitem.data.leads.size. It used leads, because that’s the variable name selected in the Get Leads component. This example sets a callback for 30 minutes after an attempt, because the number of lead attempts is less than or equal to 3. The callback time is configurable. You have to set a disposition in the Disposition field.

    1. Message Template: Select the approved template. Must have Use for SMS Template enabled in its Options tab.

NOTE: You must have the field mapped in the Field Mapping and in the list if you want it to show any data.  In this example,  the debt field that does not exist in NCC standard fields gets mapped to a field that does exist in NCC (Other Phone).

 

                        The debt field is in the list that will be used by the campaign:

 

The fields can be seen by clicking the three dots in the Chrome browser, clicking More tools, and then clicking Developer tools.

 

The image below is the full list of fields from the Contact Mapping Schema

 

 

    1. Messages Per Minute: Use the slider to select the maximum number of messages Nextiva will send per minute. If you choose to send 60 messages per minute, Nextiva will send one message every second. If you choose to send 120 messages, Nextiva will send two messages per second. If you choose 180 messages, Nextiva will send 3 messages per second. NOTE: Nextiva rounds down so if you choose 119 messages per minute, Nextiva will send one message per second (60 per minute.) If you choose 120, Nextiva will send 2 messages per second (120 per minute).
    2. From: Enter the number that you’re sending the SMS from. NOTE: This has to be an SMS-enabled number. The phone number must include a country code ( +1 for the United States).

NOTE: The WhatsApp Template field is not needed. You can only have either an SMS campaign or a WhatsApp campaign.

  1. Click the 3 dots (...).

 

Configure Workflows (Optional)

  1. Click Workflows. If you want people to reply to the SMS, you will need a workflow associated with the campaign. If not, this step isn’t necessary. If the customer responds, they respond to the number in the From field in the SMS Actions tab. That phone number can be assigned to the same campaign or a different campaign. The response from the customer will go to the campaign where the Inbound Number is assigned. If you want the responses to route to the same campaign, the Inbound Number must match the From Number in the SMS Actions tab.
    1. Click the list icon above the Workflow field.
    2. Select the workflow that contains the flow that the campaign will follow.
  2. Click the Save icon.

Start the List

  1. Click the 3 dots (...).
  2. Click the Lists tab.
  3. Click the list you uploaded.
  4. Click the Play icon.

 

Step 4: Dispositions

Dispositions track the outcome of each SMS interaction. For outbound SMS campaigns, dispositions are set up in the Success and Fail functions selected in the SMS Actions tab. Since the SMS is not being presented to an agent, there is no manual setting of dispositions.

Unlike voice campaigns, SMS campaigns do not require a quarterback review step. However, depending on your state/country SMS opt-in compliance may be required.

  1.  If your state/country requires that SMS messages are only sent to customers that have agreed to receive them, then when loading your contact list, check the Opt-In Only setting in the Add Lists window.
  2.  When you enable this setting, the system will verify contacts against your internal opt-in list before sending.
  3. If your state/country does not require opt-in: you may leave this setting disabled.
  4. If you enable Scrub Federal DNC, the list will also be checked against the Federal DNC.

NOTE: Check applicable state/country regulations to confirm whether opt-in is required before launching.

 

Step 6: Optional — Schedule Follow-Up Messages

Even after a successful delivery, additional follow-up messages can be scheduled.

  1. Within the Success Function, add a follow-up action to send another message after a defined interval (e.g., 7 days).
  2. If a payment or other triggering event occurs before the follow-up date, configure logic to suppress or redirect the follow-up accordingly.

 

 

Pre-Launch Checklist

  • SMS-enabled phone number is active and linked to the campaign.
  • 10 DLC registration is complete.
  • Success and Fail functions are configured.
  • Message template is approved and assigned.
  • Field mapping is complete with Mobile number mapped.
  • Dispositions are enabled (auto-set for outbound).
  • Opt-in setting is configured per state requirements.

 

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