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  • 1.  Individual SMS Routing? :/

    Posted 02-03-2022 01:39
    No replies, thread closed.
    Came from using Aircall and Avochato.

    We have a team of B2B reps. Each rep's customer has their personal number, which they can currently call and text. How could we accomplish something similar in Genesys?

    • Does this require some in-que flow work?
    • What I need to setup ques for each personal number to make this work?
    • Would customers be able to call and text the same number and have the interactions route accordingly?
    I'm having trouble thinking through how I can transition out of reps having individual numbers now, which they can currently receive calls and SMS from, to whatever alternative solution is available in Genesys.

    Help :)
    #DigitalChannels

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    James Power
    BuildDirect Technologies Inc.
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  • 2.  RE: Individual SMS Routing? :/

    Posted 02-04-2022 01:31
    No replies, thread closed.
    Unless they are GC3 Agents, no can do and even then, you have to route to a queue and direct to them individually.  For Communicate users, you can look at the Textel solution on AppFoundry.

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

    Original Message


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