Genesys Cloud - Main

Good day,

I have not been able to find a way to manage the in-bound message flows in an acceptable manner.  Here is the scenario we would like:

Customers contact us via text by sending a keyword to our TFN. We respond with a privacy message, opt-out instructions, and notice that the next agent will be with them as soon as possible.  If the interaction is not answered by an agent within x number of minutes (x being a number we can change) then a final message is sent informing the texter that no one is available and to either call us or try again later. In these instances, the texter will be disconnected and the interaction will be ended.

I do not see any way to measure the time the interaction has been waiting and to take any action based on that since there is no in-queue flow capabilities for messages.  Am I seeing this right or am I missing something?  The implementation of SMS ACD is pretty sad as far as I can tell. Anyone having a better experience for purely inbound SMS?

Before anyone sends me a link to the less than helpful online documentation, yes, I've read them.  They are not much help.
#ArchitectureandDesign
#Routing(ACD/IVR)

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Marty Hand
The Hotline
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You are not missing anything. There's no In-Queue Message flow functionality. Remote possibility you could do something with the API, but it would require an external data source to store the conversation id just before transfer to ACD, then periodic checks from an external app to see the state of that conversation ID and whether it has connected to an agent, and if not after a certain time initiate the sequence you mention...but there is still a race condition where the message could get transferred to a user while you are doing the disconnect sequence...which would be bad.

Hopefully someone has a good solution out there, since there is really nothing built-in.

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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 06-01-2020 21:41
From: Marty Hand
Subject: Inbound Message Flow

Good day,

I have not been able to find a way to manage the in-bound message flows in an acceptable manner.  Here is the scenario we would like:

Customers contact us via text by sending a keyword to our TFN. We respond with a privacy message, opt-out instructions, and notice that the next agent will be with them as soon as possible.  If the interaction is not answered by an agent within x number of minutes (x being a number we can change) then a final message is sent informing the texter that no one is available and to either call us or try again later. In these instances, the texter will be disconnected and the interaction will be ended.

I do not see any way to measure the time the interaction has been waiting and to take any action based on that since there is no in-queue flow capabilities for messages.  Am I seeing this right or am I missing something?  The implementation of SMS ACD is pretty sad as far as I can tell. Anyone having a better experience for purely inbound SMS?

Before anyone sends me a link to the less than helpful online documentation, yes, I've read them.  They are not much help.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Marty Hand
The Hotline
------------------------------