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  • 1.  Outbound SMS Substitutions

    Posted 11-03-2021 12:41
    No replies, thread closed.
    I have a requirement to create an SMS outbound campaign with customer specific information such as Amount due and due date.. I have created a Canned response with custom substitutions of AmountDue and DueDate (Outbound text: "This is a reminder to please pay your bill of {{AmountDue}} on or before {{DueDate}}"). I was thinking I'd pull this information with an API call to the customer's CRM with Set Participant Data in the flow to assign the variables, but I can't figure out how the variable of the substitution is ever populated.  I can do the API call/Participant Data within an Inbound Call, Inbound Message or Outbound call, but there appears to be no architect flow that a SMS outbound campaign would go through.  I'm just trying to understand how the Canned Response Custom Substitution is given a value other than the default. I don't have a Short Code provisioned yet, so I cannot create the SMS outbound campaign to see if it would allow me to send the message through a flow. Screen shots are helpful!

    thanks
    #Implementation
    #Integrations
    #Outbound

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    kellyn DuBois
    Lumen
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  • 2.  RE: Outbound SMS Substitutions

    Posted 11-03-2021 17:37
    No replies, thread closed.
    Or must the AmountDue and DueDate be part of the contact list columns?

    ------------------------------
    kellyn DuBois
    Lumen
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  • 3.  RE: Outbound SMS Substitutions

    Posted 11-04-2021 01:27
    No replies, thread closed.
    It would be easiest to have these in the contact list but you could run a pre call data action to look up the information and place in two columns to be used by the template.  Even easier is to just right the entire message with a web service to a single field and use that method instead.

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



  • 4.  RE: Outbound SMS Substitutions

    Posted 11-04-2021 09:54
    No replies, thread closed.
    Hi Kellyn, 

    You are correct that the substitutions in the canned response must match the names of contact columns that hold the data, when using canned responses with SMS campaigns. We do not currently support any rules on SMS campaigns, including data actions, so that solution would not work. 

    Thanks,

    ------------------------------
    Sean Carter
    Lead Software Engineer - Outbound
    Genesys
    ------------------------------

    Original Message


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