Genesys Cloud CX

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  • 1.  Message Routing Scheduling

    Posted 10 days ago

    Hi,

    We are setting up inbound SMS messaging but are unsure how to customise a suitable schedule to provide autoresponses etc.

    We have great customisation options on scheduling/routing for calls.

    However, under message routing we only seem to be able to choose one Architect flow, rather than different flows at different times.


    How have other orgs managed this? Does any scheduling to determine automated responses have to be planned through the Architect flow rather than as a routing system?

    Thanks!


    #ArchitectureandDesign
    #Implementation
    #Routing(ACD/IVR)

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    Katie Brassell
    Compassion Australia
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  • 2.  RE: Message Routing Scheduling

    Posted 10 days ago
    Edited by Vaun McCarthy 10 days ago
    HI Katie, yes that's my take on it - using the evaluate schedule or evaluation schedule functions and then flow through to whatever you want to do based on that schedule.  You can do some things in Architect to help you with auto responses etc such as using get response or separate data actions to get the details of the schedule, a canned response, and merge both of those into your autoresponse so you'll be able to do something like "thanks for contact us, our chat channel is open 8am - 6pm".  Taking that approach means you can use your canned responses as your autoresponse in the message flow and they can then be edited there.

    The gotchas are though that may need to tidy up that canned response as if I recall it will come back HTML formatted so you'll need to manipulate your strings.

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    Vaun McCarthy
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