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Data Action via SMS (using phone number to cross-reference Salesforce for script screen pop)

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  • 1.  Data Action via SMS (using phone number to cross-reference Salesforce for script screen pop)

    Posted 08-16-2021 17:45
    No replies, thread closed.

    We have had great success utilizing a script for voice calls to gather ANI, send that number to Salesforce (via a data action), and to populate a screen pop with Salesforce fields.

    Translating that sequence over to SMS has been a challenge. We are used to gathering the ANI via a Call.ANI task, setting that task as a variable input for our Salesforce data action, and retrieving fields from Salesforce. 

    Our current VOICE actions to pull Salesforce data via data actions & screen pop.

    Architect action - Update Data (assigns ANI as a variable)


    Next, a Call Data Action (using our Salesforce data integration) to set the Task.ANI as a PHONE_NUMBER INPUT for Salesforce. 
    Then using OUTPUT variables for our Salesforce fields.
    We have tried various expressions such as Message.Message.senderAddress, but as of yet, not been successful in translating a voice sequence over to SMS/Message flow.
    Any help or guidance would be very much appreciated.

    #DigitalChannels
    #Integrations

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    Chris Layton
    WGU

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  • 2.  RE: Data Action via SMS (using phone number to cross-reference Salesforce for script screen pop)

    Posted 08-17-2021 11:25
    No replies, thread closed.
    Hey Chris.  The first thing to note is that if you're interested in anything very mechanical (ie, trying to drive code behavior) that has to do with the sender address in a Messaging context, you should avoid using Message.Message.senderAddress and instead use Message.Message.senderAddressInfo.  Rather than being a String value, the SenderAddressInfo is a structure that contains multiple forms of the sender's address and you get to pick and choose which is most appropriate for you.  For example, you can decide if you want to use the Raw form, the Displayable form, the Normalized form, etc.  When you're working programmatically, being exact is usually the way you want to go.
    Aside from that, though, I don't think I follow your overall question as to what you're looking for to happen.  The gist of the idea is not a bad one, identifying people based on their SenderAddressInfo is a logical thing to do.  Maybe you can explain more about what part of your strategy isn't working, or what results you think you should be seeing but aren't?

    Thanks,
    Dan Maser

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    Dan Dan Maser
    Genesys
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