Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Can an SMS interaction be initiated by the agent easily ?

    Posted 12-11-2018 14:04
    No replies, thread closed.
    Can an SMS interaction be initiated by the agent easily ?  ...so like if they were on the phone and trying to inform the caller that in the future they can simply text us, "would you like me to go ahead and text you so you have our number in your phone"...

    we don't use promotional outbound sms currently.
    #ArchitectureandDesign

    ------------------------------
    Ramsey
    ------------------------------


  • 2.  RE: Can an SMS interaction be initiated by the agent easily ?

    Posted 12-12-2018 09:16
    No replies, thread closed.

    Hi Ramsey - Just today we are releasing the capability to send an outbound SMS on behalf of a queue so an agent can initiate an outbound SMS.  This works for your use case as the outbound SMS can be initiated and sent while also on a voice interaction.  You will set up the outbound SMS number on the queue settings under the 'Message' tab. Here is are links to the documentation:

    Queue Setup: https://help.mypurecloud.com/articles/create-queues/

    Agent Behavior: https://help.mypurecloud.com/articles/send-an-outbound-message-on-behalf-of-a-queue/



    ------------------------------
    Katie Ritz
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Can an SMS interaction be initiated by the agent easily ?

    Posted 12-12-2018 10:33
    No replies, thread closed.
    I just noticed that this morning before I saw your reply ! Very nice!  you guys are on fire lately!

    ------------------------------
    Ramsey
    ------------------------------

    Original Message


Related Content