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  • 1.  SEND SMS Message from Architect In-Queue Call Flow after abandoned or estimated wait time too long

    Posted 08-30-2017 13:13

    Hi all,

     

    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?

     

    Thanks

    Stefano



  • 2.  RE: SEND SMS Message from Architect In-Queue Call Flow after abandoned or estimated wait time too long

    Posted 09-01-2017 12:35

    Great questions! I am looking forward to the response from genesys



  • 3.  RE: SEND SMS Message from Architect In-Queue Call Flow after abandoned or estimated wait time too long

    Posted 10-27-2020 10:04
    Any news here? I'm also interested to send SMS from Flow based on event (like abandoned or similar).

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    Gennaro Montanino
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    Original Message


  • 4.  RE: SEND SMS Message from Architect In-Queue Call Flow after abandoned or estimated wait time too long

    Posted 02-08-2022 11:33
    @Stefano Pucci, I have the same q´s... Did received any response from Genesys?​

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    Ighor Toth
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    Original Message


  • 5.  RE: SEND SMS Message from Architect In-Queue Call Flow after abandoned or estimated wait time too long

    Posted 02-20-2022 19:54
    Edited by Maxim Tsvetov 02-20-2022 19:55
    You need to create data action that will send agentless SMS notification.
    You would also need to buy SMS number from Genesys.

    https://help.mypurecloud.com/articles/agentless-sms-notifications/#:~:text=The%20agentless%20SMS%20notifications%20feature,notifications%20without%20involving%20an%20agent.&text=of%20upcoming%20appointments.-,You%20can%20configure%20Genesys%20Cloud%20to%20send%20an%20SMS%20message,notifications%20using%20a%20public%20API.
    Original Message


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