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  • 1.  Sending SMS Notifications to Customers Before Scheduled Callbacks

    Posted 07-03-2025 11:54

    Looking a solution to send an SMS notification to the customer shortly before the callback is dispatched for example, 5–10 minutes in advance. This reminder can increase the likelihood that the customer is available and ready to answer the call, improving contact rates and callback success.

    I'd like to discuss: 
    How other Genesys Cloud users have implemented pre-callback SMS reminders.
    Whether Work Automation (Triggers + Workflows) or external schedulers are being used.

    Looking forward to your insights, examples, and any technical recommendations!


    #Architect
    #DataActions
    #Integrations
    #PlatformAPI
    #Triggers

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    Syed Noman Hassan
    Sr Lead Applications Developer Analyst
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  • 2.  RE: Sending SMS Notifications to Customers Before Scheduled Callbacks

    Posted 07-14-2025 14:07

    I've created Idea to have this feature in Genesys Cloud : https://genesyscloud.ideas.aha.io/ideas/CECALL-I-131



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    Syed Noman Hassan
    Sr Lead Applications Developer Analyst
    ------------------------------

    Original Message


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