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I'd like to cover 3 different use cases :
1) Customer has abandoned after 10 seconds, then, I need to catch this call and then send an SMS
2) Customer is waiting in queue and estimated wait time > 2 minutes , then , send an SMS
3) Customer talks with an agent;Agent sets a Wrap up;Depends on which wrap up , sends an SMS
Could you please give me support on this?
Great questions! I am looking forward to the response from genesys
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