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  • 1.  Action after passing the attempt control

    Posted 10-04-2024 02:51
    No replies, thread closed.

    Hello


    I've been searching the forum but can't find anything similar.

    We have a contact list with 3-attempt control, this list is managed by a progressive campaign.

    We also have a data action that sends SMS to customers

    We would like to be able to send SMS to customers who, after 3 contact attempts, have not responded to us

    Has any of you developed something similar?

    Can you help us or do you have any ideas that might work?

    Thank you so much


    #Outbound

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    Juan Carlos Fernandez
    Admiral Intermediary Services, S.A.U.
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  • 2.  RE: Action after passing the attempt control

    Posted 10-04-2024 08:46
    No replies, thread closed.

    Hello Juan, 

    This is an interesting feature to be developed. I would also post this in the developer forums to get the developers opinions as well. 

    While I can't think of an idea to get this to work I do think its possible, maybe utilizing agentless SMS?

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Action after passing the attempt control

    Posted 10-04-2024 10:42
    No replies, thread closed.

    I would use a custom column in the contact list to keep track of the number of calls and use a wrap-up rule to check if that value is 3 or more and if so, pop that contact using a data action into an SMS Campaign.  You should have the number already in the contact list and you can have another column to be used for the text.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 4.  RE: Action after passing the attempt control

    Posted 10-09-2024 02:23
    No replies, thread closed.

    Thanks for all the responses

    We will study all the proposals



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    Juan Carlos Fernandez
    Admiral Intermediary Services, S.A.U.
    ------------------------------

    Original Message


  • 5.  RE: Action after passing the attempt control
    Best Answer

    Posted 10-07-2024 04:54
    No replies, thread closed.

    You can use the same contact list for voice and sms campaigns. You could for example have 2 custom columns, one where you keep track of attempts with a rule (so basically a rule to trigger after an attempt and increment value in column by one).

    Then a second rule when you reach the max number in that column, you can set a certain value in the second column. Use this value in a filter on your SMS campaign. The body of the sms could be a column in contact list, or you could use a canned response and some fields from your contact list as substitues for the sms. Make it a bit personal :-)

    Or if you don't want to use SMS campaigns, you can use the second rule to execute your data actions.



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    Hermina Cosic
    Genesys - Employees
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