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  • 1.  Forward inbound SMS message to an email address

    Posted 08-14-2024 14:31
    No replies, thread closed.

    Is it possible to capture the initial inbound SMS message in Architect, then forward that to an external email address?  Can this be done with Agentless email data action?  We have a partner that can only send a notification via SMS, then on our side we want to forward via email to a ITSM (which can only accept email)


    #API/Integrations
    #ArchitectureandDesign
    #DigitalChannels
    #Outbound

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    Rob Bennett
    Stanley Steemer International, Inc.
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  • 2.  RE: Forward inbound SMS message to an email address

    Posted 08-14-2024 16:04
    No replies, thread closed.

    Hello Rob, 

    I don't believe that this is something that can be done "out of box". Doing some digging it looks like this need to be a feature enhancement, I looked in the ideas portal and didn't find any relevant ideas so it might be worth throwing the idea. 

    Ideas Portal

    This is not the first time I have seen this question as well so I think the idea can get some traction. 

    Hope this helps!

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Forward inbound SMS message to an email address
    Best Answer

    Posted 08-15-2024 18:26
    No replies, thread closed.

    Rob,

    I believe you would need to create a Data Action to send an Agentless Email, then from within your inbound Message Flow, you call the Data Action to forward the contents of the SMS.

    If you don't want to do anything else with the SMS, the your flow would just disconnect the interaction.

    HTH



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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  • 4.  RE: Forward inbound SMS message to an email address

    Posted 08-19-2024 09:22
    No replies, thread closed.

    Paul - this is the route I ended up going. Seems to work just fine.  Thanks!



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    Rob Bennett
    Stanley Steemer International, Inc.
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    Original Message


  • 5.  RE: Forward inbound SMS message to an email address

    Posted 08-20-2024 10:57
    No replies, thread closed.

    @Rob Bennett Did you already have the Agentless Email feature set up and running in your organization for other purposes?

    I've run into folks who balked at it because it is extra expense and a whole different email setup than Inbound Email routing.



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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