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  • 1.  SMS Before Voice Call

    Posted 01-20-2026 17:07
    No replies, thread closed.

    Hello, 

    We are looking to implement an Architect flow that sends an outbound SMS to customers and processes their response.  

    Here is the desired flow:

    • Send SMS to customer
    • If the customer replies "Yes", automatically add that customer to a contact list
    • Use that contact list as the source for an outbound campaign to call them

    Within Architect, would this require the use of a Call Data Action to insert the contact into the list, or is there another approach?  

    Thank you. 


    #ArchitectandDesign

    ------------------------------
    Rob Falkowski
    Voice Engineer
    ------------------------------


  • 2.  RE: SMS Before Voice Call
    Best Answer

    Posted 01-26-2026 11:15
    No replies, thread closed.

    Yes, you are on right path.  Send SMS with an inbound messaging flow.  Look for the Yes reply and run a data action to insert that number into your outbound campaign list.  Now, you may want some other lookups to apply other data to the contact list.  Let me know if you need some details.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: SMS Before Voice Call

    Posted 01-26-2026 14:07
    No replies, thread closed.

    Thank you for the feedback.  Our goal is to design an SMS to voice call flow using data actions and APIs.  We are trying to retrieve customer phone numbers from Zapier and injecting them into an SMS campaign (we have successfully been able to use Zapier with two different voice campaigns).  Within the SMS interaction, we want to prompt the customer whether they would like to be called.  When the customer responds with "Yes", I'm trying to use an API and data action to retrieve the customer's phone number and then insert their phone number record into an outbound voice campaign.  Please let me know if there are recommended or best practices around data actions

     




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