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  • 1.  Send email as part of inbound call flow

    Posted 06-04-2020 16:13
    No replies, thread closed.
    Hello all.  Was hoping someone may have some thoughts on a way to proceed here.  We currently have an inbound call flow which will route the call to a voicemail.  In addition to that, we also want to send out an email alert that a message is being left, so that someone can keep track that the message was properly handled and responded to as we meet SLAs.  These are calls to a specific person Voicemail, not a queue.  However, I don't see a way of having an email sent out on a Call Inbound flow. 

    One of the extra limitations we have is that our organization is set up to be HIPAA compliant, so that does provide us some limitations with email and SMS notifications.  

    Any thoughts would be appreciated?  Thank you.
    #Routing(ACD/IVR)

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    Daniel Kirshy
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  • 2.  RE: Send email as part of inbound call flow

    Posted 06-04-2020 17:30
    No replies, thread closed.
    Hi Daniel,

    You would need to do this via a custom data action calling an API or Lambda function. You would handle sending the email on whatever backend you choose.

    We do something similar with one of our customers and use AWS SES to send the emails.


    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


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