Genesys Cloud - Main

Hello,

1. I am working on a use-case where I need to log customer interactions through inbound SMS, I need to respond if the customers asks for "HELP" with a custom message body. In the "Inbound Message Flow" I am able to capture "START" and any other text in the message body but not "HELP". When I respond with "HELP" the "Inbound Message Flow" is not invoked and I get a standard response "Reply STOP to unsubscribe. Msg&Data Rates May Apply". Please let us know how we can respond a custom message for "HELP".
2. How we can end an SMS integrations for at the day. I see the SMS interactions are continued for days, I couldn't find any documentation how to end an interaction.

Thanks.
#DigitalChannels

------------------------------
Subhankar De
The Vanguard Group, Inc.
------------------------------

Try using this when looking at the inbound:  Lower(ToString(Message.Message.body))=="help".  I found that the lower will catch it everytime.  

Messaging sessions are stood up for 72 hours at present and should be adjustable in the near future.  If you need to kill the sessions each day, I suggest a trigger on the disconnect and check the duration of the interaction.  If it is over 24 hours, run a conversation disconnect on that conversation id.  This might need some further explanation, but look in the developer center for process automation and search for conversation disconnect

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 11-07-2022 09:26
From: Subhankar De
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Hello,

1. I am working on a use-case where I need to log customer interactions through inbound SMS, I need to respond if the customers asks for "HELP" with a custom message body. In the "Inbound Message Flow" I am able to capture "START" and any other text in the message body but not "HELP". When I respond with "HELP" the "Inbound Message Flow" is not invoked and I get a standard response "Reply STOP to unsubscribe. Msg&Data Rates May Apply". Please let us know how we can respond a custom message for "HELP".
2. How we can end an SMS integrations for at the day. I see the SMS interactions are continued for days, I couldn't find any documentation how to end an interaction.

Thanks.
#DigitalChannels

------------------------------
Subhankar De
The Vanguard Group, Inc.
------------------------------

Thanks! We have similar logic for "Help" to respond with a custom message, but I am not receiving the message itself when some one is responding with "Help" or "Info".

------------------------------
Subhankar De
The Vanguard Group, Inc.
------------------------------

Original Message:
Sent: 11-07-2022 18:34
From: Robert Wakefield-Carl
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Try using this when looking at the inbound:  Lower(ToString(Message.Message.body))=="help".  I found that the lower will catch it everytime.

Messaging sessions are stood up for 72 hours at present and should be adjustable in the near future.  If you need to kill the sessions each day, I suggest a trigger on the disconnect and check the duration of the interaction.  If it is over 24 hours, run a conversation disconnect on that conversation id.  This might need some further explanation, but look in the developer center for process automation and search for conversation disconnect

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-07-2022 09:26
From: Subhankar De
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Hello,

1. I am working on a use-case where I need to log customer interactions through inbound SMS, I need to respond if the customers asks for "HELP" with a custom message body. In the "Inbound Message Flow" I am able to capture "START" and any other text in the message body but not "HELP". When I respond with "HELP" the "Inbound Message Flow" is not invoked and I get a standard response "Reply STOP to unsubscribe. Msg&Data Rates May Apply". Please let us know how we can respond a custom message for "HELP".
2. How we can end an SMS integrations for at the day. I see the SMS interactions are continued for days, I couldn't find any documentation how to end an interaction.

Thanks.
#DigitalChannels

------------------------------
Subhankar De
The Vanguard Group, Inc.
------------------------------

Found the issue.  HELP and INFO are not routed for long codes, only short codes:  SMS opt-out keywords - Genesys Cloud Resource Center (mypurecloud.com)

I added this idea: Route HELP and INFO messages through SMS | Genesys Cloud Ideas Portal (aha.io)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 11-08-2022 09:28
From: Subhankar De
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Thanks! We have similar logic for "Help" to respond with a custom message, but I am not receiving the message itself when some one is responding with "Help" or "Info".

------------------------------
Subhankar De
The Vanguard Group, Inc.

Original Message:
Sent: 11-07-2022 18:34
From: Robert Wakefield-Carl
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Try using this when looking at the inbound:  Lower(ToString(Message.Message.body))=="help".  I found that the lower will catch it everytime.

Messaging sessions are stood up for 72 hours at present and should be adjustable in the near future.  If you need to kill the sessions each day, I suggest a trigger on the disconnect and check the duration of the interaction.  If it is over 24 hours, run a conversation disconnect on that conversation id.  This might need some further explanation, but look in the developer center for process automation and search for conversation disconnect

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-07-2022 09:26
From: Subhankar De
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Hello,

1. I am working on a use-case where I need to log customer interactions through inbound SMS, I need to respond if the customers asks for "HELP" with a custom message body. In the "Inbound Message Flow" I am able to capture "START" and any other text in the message body but not "HELP". When I respond with "HELP" the "Inbound Message Flow" is not invoked and I get a standard response "Reply STOP to unsubscribe. Msg&Data Rates May Apply". Please let us know how we can respond a custom message for "HELP".
2. How we can end an SMS integrations for at the day. I see the SMS interactions are continued for days, I couldn't find any documentation how to end an interaction.

Thanks.
#DigitalChannels

------------------------------
Subhankar De
The Vanguard Group, Inc.
------------------------------

Thank You!

------------------------------
Subhankar De
The Vanguard Group, Inc.
------------------------------

Original Message:
Sent: 11-08-2022 11:12
From: Robert Wakefield-Carl
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Found the issue.  HELP and INFO are not routed for long codes, only short codes:  SMS opt-out keywords - Genesys Cloud Resource Center (mypurecloud.com)

I added this idea: Route HELP and INFO messages through SMS | Genesys Cloud Ideas Portal (aha.io)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-08-2022 09:28
From: Subhankar De
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Thanks! We have similar logic for "Help" to respond with a custom message, but I am not receiving the message itself when some one is responding with "Help" or "Info".

------------------------------
Subhankar De
The Vanguard Group, Inc.

Original Message:
Sent: 11-07-2022 18:34
From: Robert Wakefield-Carl
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Try using this when looking at the inbound:  Lower(ToString(Message.Message.body))=="help".  I found that the lower will catch it everytime.

Messaging sessions are stood up for 72 hours at present and should be adjustable in the near future.  If you need to kill the sessions each day, I suggest a trigger on the disconnect and check the duration of the interaction.  If it is over 24 hours, run a conversation disconnect on that conversation id.  This might need some further explanation, but look in the developer center for process automation and search for conversation disconnect

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-07-2022 09:26
From: Subhankar De
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Hello,

1. I am working on a use-case where I need to log customer interactions through inbound SMS, I need to respond if the customers asks for "HELP" with a custom message body. In the "Inbound Message Flow" I am able to capture "START" and any other text in the message body but not "HELP". When I respond with "HELP" the "Inbound Message Flow" is not invoked and I get a standard response "Reply STOP to unsubscribe. Msg&Data Rates May Apply". Please let us know how we can respond a custom message for "HELP".
2. How we can end an SMS integrations for at the day. I see the SMS interactions are continued for days, I couldn't find any documentation how to end an interaction.

Thanks.
#DigitalChannels

------------------------------
Subhankar De
The Vanguard Group, Inc.
------------------------------

The "stuck" interactions - are these with Agents, or just generally in the system?

The problem here is that SMS isn't inherently threaded, so what GC has to do is to make an educated guess.

A "conversation" is identified by looking at the DNIS and ANI (To and From) numbers. If they match, then it's part of the same conversation. If an agent doesn't wrap an SMS up, then it can stay active for months and any further messages from that customer will be seen as part of the conversation and routed to the same agent, not through the inbound message flow.

Once a "conversation" is wrapped up, the system starts a configurable timer (by default 3 days, I believe). Any more communication from the customer within that timeframe will have it's history routed with it when it's sent to an agent.

There is a bit more to it than that, when Agents initiate a message, the system sees if this could be part of an existing "conversation" (see above). If it's an active conversation (i.e. not wrapped up) then the agent is asked if they want to take it over. If it's wrapped up, but in the 72 hour window, then the agent sees the history.

So, the question is, what do you mean by "end SMS interactions for the day"? You could reduce the 3-day timer, but it's a rolling window (not a fixed event each day) and it won't affect interactions that haven't been wrapped up.

Finally, be warned that this timer is a global setting, so you can't have different values for different queues / flows. (At least, you couldn't the last time I looked!)

HTH

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 11-07-2022 09:26
From: Subhankar De
Subject: Inbound SMS Message Body missing - Help & Info in the inbound call-flow

Hello,

1. I am working on a use-case where I need to log customer interactions through inbound SMS, I need to respond if the customers asks for "HELP" with a custom message body. In the "Inbound Message Flow" I am able to capture "START" and any other text in the message body but not "HELP". When I respond with "HELP" the "Inbound Message Flow" is not invoked and I get a standard response "Reply STOP to unsubscribe. Msg&Data Rates May Apply". Please let us know how we can respond a custom message for "HELP".
2. How we can end an SMS integrations for at the day. I see the SMS interactions are continued for days, I couldn't find any documentation how to end an interaction.

Thanks.
#DigitalChannels

------------------------------
Subhankar De
The Vanguard Group, Inc.
------------------------------