Jonathan.L | 2022-05-23 20:50:01 UTC | #1
I've been thinking about alternatives to callbacks so that our customers are answered more quickly. Essentially what I'm trying to accomplish is a customer calls in and we provide two different options, 1 for a callback or 2 to SMS text message with an agent. Pressing 1 would create a standard callback. Pressing 2 would work one of two ways.
- Initiate an agentless SMS interaction that would go to our SMS queue and then be distributed to our chat/SMS team to send an outbound SMS and initiate helping the agent.
- Send simply an automated outbound SMS response. Simply by replying to the SMS, the customer would start an interaction that would go to our inbound SMS Message queue and then be distributed to our agents. (this option is preferable)
I'm not even sure if something like this is possible at this point as it doesn't look like you can reference an inbound or in-queue message flow while in an inbound or in-queue call flow.
Thoughts?
John_Carnell | 2022-05-31 19:00:11 UTC | #2
Hi Jonathan,
You could have your flow call a data action that that would then send an outbound SMS message. The user could press 1 to get a callback or 2 to collect the phone number and then direct the user to the call. This isn't an exact match but if you look at the following blueprint you can see an example of using a data action and our public API to send an SMS message.
Thanks, John Carnell Manager, Developer Engagement
system | 2022-07-01 19:01:10 UTC | #3
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