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  • 1.  Automatically generated SMS Messages

    Posted 06-12-2023 09:32
    No replies, thread closed.

    Is it possible to send an SMS message to a customer who is unable to be contacted as part of an outbound campaign. The customer is called as part of the outbound campaign but for whatever reason they don't answer the call can the outbound campaign send a canned response to the customer which includes any kind of text within the message ?.


    #ArchitectureandDesign
    #Outbound

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    richard craig
    British Telecommunications PLC
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  • 2.  RE: Automatically generated SMS Messages

    Posted 06-12-2023 21:07
    No replies, thread closed.

    Hey Richard, 

    Yes, for this I would use the triggers, process automation, and workflows. At the end of the outbound call assign your match criteria (wrap code would be good for this one.) Then map that to a workflow that uses a data action to send an SMS to a customer. You can take in variables and build your message from that. I have done this with ABN calls in queue and would be much the same (although different trigger likely) as that. 



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    Lawrence Drayton
    Prvidr Pty Ltd
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    Original Message


  • 3.  RE: Automatically generated SMS Messages

    Posted 06-13-2023 04:00
    No replies, thread closed.

    Lawrence many thanks for that. Are there any instructions in the Resource Centre on how to complete this task ?.



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    richard craig
    British Telecommunications PLC
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    Original Message


  • 4.  RE: Automatically generated SMS Messages

    Posted 06-13-2023 04:23
    No replies, thread closed.

    Hey Richard, 

    While there won't be something specific on the resource centre, I'll do my best to link you to the right areas to get you going. 

    Workflow

    An outbound call is placed and wrapped with code "No Answer - OB Campaign" -> acw trigger is fired -> workflow takes over and places the agentless outbound message (SMS)

    What you'll need

    • Setup trigger with match criteria that include wrapUpCode, direction and any other match criteria you may need
      • Resources 
        • https://developer.genesys.cloud/notificationsalerts/notifications/available-topics (Suggest looking at v2.detail.events.conversation.{id}.acw as this should have everything you need)
        • https://developer.genesys.cloud/platform/process-automation/
    • Set up data action for api/v2/conversations/messages/agentless
      • Resources
        • https://developer.genesys.cloud/devapps/api-explorer
    • Set up workflow (This is where you need to build your trigger to initiate the workflow)
      • Resources
        • https://www.youtube.com/watch?v=PHv5Tb5L42k&ab_channel=GenesysCommunity

    Workflow steps

    In the workflow, it should be pretty simple as you will take as input to flow the following info from the trigger schema

    • DNIS

    Now, if you wanted some more information like customer name, you could run a data action to get that from external contacts, outbound list etc. But if you're happy with it just being a message without personalisation it makes it simple.

    Then you need to get a data action block and input the DNIS into the payload and bobs you're uncle. 

    Note

    This is assuming it's an outbound campaign that agents dial and end, you can also do this for power dialling etc you would just need to use a different trigger, or have another trigger that uses the wrapup trigger (this one is on system wrapup I believe and not agent ACW)

    If you want to set up some time, I would be happy to assist :)



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    Lawrence Drayton
    Prvidr Pty Ltd
    ------------------------------

    Original Message


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