Genesys Cloud - Main

Is it possible to send an SMS OR Email to a customer on an outbound campaign if they do not answer the call ?. I assume this will need an outbound script with an element to send either SMS OR Email ?.

#ArchitectureandDesign
#Outbound

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richard craig
British Telecommunications PLC
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Hey, Richard!

Take a look at this video from the Developer Engagement folks. Around half-way through, he sets up something like this for SMS when someone doesn't answer... (Not EXACTLY your situation, as this is an agent dialed call and you are looking at campaigns, but it's a start!)

As an aside, I highly recommend this channel for anyone "in the weeds" with Genesys Cloud.

HTH

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Paul Simpson
Eventus Solutions Group
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@Richard Craig 

You don't need an outbound script. For example, if you want to send an SMS to a customer, you can try the following:

• If you don't already have one, create a new Data Action  POST /api/v2/conversations/messages/agentless. The Data Action must be Secure as you would need to map the contact list columns as input parameters. At a minimum, you would need an input parameter toAddress (customer phone). 
• Create a new wrap-up rule. In Condition set Type: Call Analysis, Disposition: No Answer. Then in the Action section of the rule, select Data Action from the previous step and map the contact list column(s) as input parameter(s). 

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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Can both or either be done on a GC2 Licence ?. I have looked for the agentless sms integration and it isn't there.

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richard craig
British Telecommunications PLC
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Original Message:
Sent: 07-28-2023 00:39
From: Tatjana Knezevic
Subject: Outbound SMS OR Email on No Answer

@Richard Craig 

You don't need an outbound script. For example, if you want to send an SMS to a customer, you can try the following:

• If you don't already have one, create a new Data Action  POST /api/v2/conversations/messages/agentless. The Data Action must be Secure as you would need to map the contact list columns as input parameters. At a minimum, you would need an input parameter toAddress (customer phone). 
• Create a new wrap-up rule. In Condition set Type: Call Analysis, Disposition: No Answer. Then in the Action section of the rule, select Data Action from the previous step and map the contact list column(s) as input parameter(s). 

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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