Understanding Message Distribution

Introduction

Communication Cloud Service manages messaging through a modular architecture, separating message creation from message delivery. Based on the parameters received in the request from the consuming service or application, the Communication configuration determines whether it needs to create and distribute a message. To achieve this, you can use Communication Message, Communication Distribution Message, and Telesign SMS or Twilio Messaging configurations. These configurations work together to enable your organization to create, manage, and distribute messages to customers efficiently, securely, and in a configurable manner.

Communication Message

Communication Message enables you to configure and generate personalized messages (such as SMS) that contain both the content (body) and necessary metadata. You can define message templates with static and dynamic content for personalization, such as customer name and transaction amount.

See Creating a Communication Message Configuration for more information.

Telesign SMS or Twilio Messaging

Telesign SMS or Twilio Messaging are specialized integration configurations that help you connect to the Telesign or Twilio messaging supplier services to distribute SMS message to your customers, based on your business requirements and configurations.

See Creating a Telesign SMS or Twilio Messaging Configuration for more information.

Communication Distribution Message

Communication Distribution Message enables you to handle the orchestration of the distribution of the message generated using Communication Message. You can define the sequence in which various process and service configurations are executed within a Communication Distribution Message configuration. Using configured processes and supplier service integrations, it facilitates message distribution to your customer through messaging supplier services, such as Telesign and Twilio.

See Creating a Communication Distribution Message Configuration for more information.

Communication

Communication configuration orchestrates and automates the end-to-end messaging workflow within Communication Cloud Service. Based on business rules and parameters received from your application, it initiates message creation and distribution processes. Communication configuration interacts with the Communication Distribution Message configuration to manage the routing and delivery of messages through the appropriate supplier service integration configuration, such as Telesign SMS or Twilio Messaging.

See Creating a Communication Configuration for more information.

Example:

Your organization wants to notify customers through a personalized SMS message every time a significant transaction occurs. The SMS must include the account holder's name and transaction details, such as Amount, Account Number, and so on.

Let us see how Communication Cloud Service helps in this scenario:

You need to perform the following configurations:
  1. Communication Message - Create a Communication Message configuration, associated to Body and Metadata Package configurations, that defines the personalized content of the SMS delivered to your customer.
  2. Telesign SMS or Twilio Messaging - Create a Supplier Service integration configuration, such as Telesign SMS or Twilio Messaging and associate it to the corresponding Operation Company Supplier Service configuration. This Supplier Service integration configuration forwards the request to the chosen messaging supplier service, which sends real-time SMS notification to your customer’s mobile device. Your customer receives a seamless, timely notification with accurate transaction details.
  3. Communication Distribution Message - Create a Communication Distribution Message configuration. This determines the sequence in which appropriate process and service should run based on the request received. This is associated to the Supplier Service integration configuration, such as Telesign SMS or Twilio Messaging created in the previous step.

Execution Flow

When your organization sends a request, the Communication configuration initiates the process and identifies the request to create and distribute SMS. It triggers Communication Message configuration to assemble a personalized SMS. This message is passed to the Communication Distribution Message configuration, which identifies the appropriate process and service to run based on the request received. The Communication Distribution Message Service configuration connects to the associated Supplier Service integration configuration, such as Telesign SMS or Twilio Messaging. This Supplier Service integration configuration passes on the request to the chosen messaging supplier service that sends a real-time SMS notification to your customer’s mobile device. Your customer receives a seamless, timely notification with accurate transaction details.