Genesys Cloud - Developer Community!

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Controlling manual SMS/Email based on callable hours (Enable/Disable or Delay Send)

  • 1.  Controlling manual SMS/Email based on callable hours (Enable/Disable or Delay Send)

    Posted 6 days ago

    I am looking for guidance on implementing callable hours control for manual outbound communications (SMS and Email) in Genesys Cloud.
    Use Case:
    Agents are currently sending manual SMS and Emails from the Genesys UI. At the moment, agents are manually checking the callable hours for each student's state before sending messages.

     
    We are looking for a way to automate this process, so that communication is controlled based on the callable hours defined per state (e.g., 9 AM – 5 PM for Texas).



    Expected Behavior:
    If message is sent within callable hours -> send immediately
    If message is sent outside callable hours -> Either disable/block sending, or ideally hold the message and send automatically when callable hours open


    #Architect
    #DataActions
    #PlatformAPI

    ------------------------------
    jyothsna chinta
    ------------------------------


  • 2.  RE: Controlling manual SMS/Email based on callable hours (Enable/Disable or Delay Send)

    Posted 20 hours ago

    Hi!
    I recommend not using native sending and creating a script for the agents to send the SMS or email. A drop-down list selects the state and the button is enabled or not depending is callable hours or not.
    You can use a function data action to evaluate if it's a callable time based on the time zone and return a value of true or false to enable or disable the send button.



    ------------------------------
    Marek Pietrzik
    .
    ------------------------------

    Original Message


Related Content