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  • 1.  SMS Call Flow

    Posted 06-15-2020 13:53
      |   view attached
    I'd like to set up SMS call flow and achieve the following:
    1) Route SMS to agents based on contact owner in Salesforce. Currently, the calls/voice is routed based on contact owner and works fine.
    2) I'd like to send auto response to the customer if agent is not available (means not in ready state).
    3) I'd like to send auto SMS to customer just after our first SMS, to inform them on how to stop receiving SMS if they want to.

    I have created the attached call flow, but its not working. Can someone assist?




    #ArchitectureandDesign

    Attachment(s)

    docx
    SMS Flow.docx   1.12 MB 1 version


  • 2.  RE: SMS Call Flow

    GENESYS
    Posted 06-18-2020 12:18
    Hey @Aziz Katawazai,

    Your question came up in Episode 8 of the Genesys Cloud Q&A Show! ​Hope you can check out the answer when you get a second. 

    Also, @Melissa Bailey, George thought you might be able to confirm or deny his theory on this. Let us know if you have a chance to review the question.

    Best,

    Matt (and George) ​​ ​​

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
    ------------------------------

    Original Message


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