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SMS need to send back to the original agent(Outbound SMS )

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  • 1.  SMS need to send back to the original agent(Outbound SMS )

    Posted 08-14-2023 15:57
    No replies, thread closed.

    Hi ,

    There is a scenario in which an agent makes an outbound call to a customer and when the customer answers, the sms must arrive to the same agent; even if the agent is busy, the sms will still be routed to the same agent who sent the sms to the customer.

    Genesys Cloud

    Thanks,

    Manjunathan.S


    #DigitalChannels

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    Manjunathan Subramaniam
    Cognizant Technology Solutions India Private Limited
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  • 2.  RE: SMS need to send back to the original agent(Outbound SMS )

    Posted 08-19-2023 18:42
    No replies, thread closed.

    Not quite following you.  If you mean the agent sends an SMS and you want it threaded back to the same agent, that is automatic as long as SMS is still active with the agent.  If you as you state, the call is made and the user sends and SMS back, you will want to process that SMS with a Messaging Flow and look up the number with the Single Customer View API to see what Agent is on or handled the last phone call to that number and then use preferred-agent routing on the SMS. 



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