Genesys Cloud - Main

Hello, 

The Org is using SMS to reach out to customers through ACD queue.

Is there a way to use the SMS feature for private / individual texting?  

Any thoughts will be appreciated. 

Regards 

BN

Not out of the box, no.

I guess you could do something with the API, but you would need to register a number for SMS for each user who would be sending these messages, and then figure out how to route the replies to the originating user, but this could end up incurring considerable cost, depending on how many users we are talking about.

If a user sends an SMS on behalf of a Queue, though, the system should route any reply to them directly, unless they close the interaction.

HTH

Hello, 

The Org is using SMS to reach out to customers through ACD queue.

Is there a way to use the SMS feature for private / individual texting?  

Any thoughts will be appreciated. 

Regards 

BN

Thank you, Paul, 

Indeed, The Org wants to allow their doctors and nurse to be able to communicate directly with their patients via SMS. 

you mentioned using API , I tried to find the right API but no luck. So please if you can provide more details about the needed API to achieve this task. 

Best

BN 

Not out of the box, no.

I guess you could do something with the API, but you would need to register a number for SMS for each user who would be sending these messages, and then figure out how to route the replies to the originating user, but this could end up incurring considerable cost, depending on how many users we are talking about.

If a user sends an SMS on behalf of a Queue, though, the system should route any reply to them directly, unless they close the interaction.

HTH

Hello, 

The Org is using SMS to reach out to customers through ACD queue.

Is there a way to use the SMS feature for private / individual texting?  

Any thoughts will be appreciated. 

Regards 

BN

No problem,

OK, so if you check out this video from the Developer Engagement team, it explains how to send SMS using the API.

However, if it were me, I would send using a queue and then in my inbound flow, use the ANI and Preferred Agent Routing to get the SMS to the right user. This would reduce the quantity of SMS numbers you need to provision. You will have to switch out using the inbound flow anyway, since Genesys does not support the equivalent of DID for SMS.

HTH

Thank you, Paul, 

Indeed, The Org wants to allow their doctors and nurse to be able to communicate directly with their patients via SMS. 

you mentioned using API , I tried to find the right API but no luck. So please if you can provide more details about the needed API to achieve this task. 

Best

BN 

Not out of the box, no.

I guess you could do something with the API, but you would need to register a number for SMS for each user who would be sending these messages, and then figure out how to route the replies to the originating user, but this could end up incurring considerable cost, depending on how many users we are talking about.

If a user sends an SMS on behalf of a Queue, though, the system should route any reply to them directly, unless they close the interaction.

HTH

Hello, 

The Org is using SMS to reach out to customers through ACD queue.

Is there a way to use the SMS feature for private / individual texting?  

Any thoughts will be appreciated. 

Regards 

BN

Thank you Paul, for sharing these info. I will test them and update later :)

No problem,

OK, so if you check out this video from the Developer Engagement team, it explains how to send SMS using the API.

However, if it were me, I would send using a queue and then in my inbound flow, use the ANI and Preferred Agent Routing to get the SMS to the right user. This would reduce the quantity of SMS numbers you need to provision. You will have to switch out using the inbound flow anyway, since Genesys does not support the equivalent of DID for SMS.

HTH

Thank you, Paul, 

Indeed, The Org wants to allow their doctors and nurse to be able to communicate directly with their patients via SMS. 

you mentioned using API , I tried to find the right API but no luck. So please if you can provide more details about the needed API to achieve this task. 

Best

BN 

Not out of the box, no.

I guess you could do something with the API, but you would need to register a number for SMS for each user who would be sending these messages, and then figure out how to route the replies to the originating user, but this could end up incurring considerable cost, depending on how many users we are talking about.

If a user sends an SMS on behalf of a Queue, though, the system should route any reply to them directly, unless they close the interaction.

HTH

Hello, 

The Org is using SMS to reach out to customers through ACD queue.

Is there a way to use the SMS feature for private / individual texting?  

Any thoughts will be appreciated. 

Regards 

BN

Hi,

We did a similiar use-case using our AppFoundry App so that SMS would be routed back to the same nurse that sent it. Send me a private message and I'll organize you a demo.

Thank you Paul, for sharing these info. I will test them and update later :)

No problem,

OK, so if you check out this video from the Developer Engagement team, it explains how to send SMS using the API.

However, if it were me, I would send using a queue and then in my inbound flow, use the ANI and Preferred Agent Routing to get the SMS to the right user. This would reduce the quantity of SMS numbers you need to provision. You will have to switch out using the inbound flow anyway, since Genesys does not support the equivalent of DID for SMS.

HTH

Thank you, Paul, 

Indeed, The Org wants to allow their doctors and nurse to be able to communicate directly with their patients via SMS. 

you mentioned using API , I tried to find the right API but no luck. So please if you can provide more details about the needed API to achieve this task. 

Best

BN 

Not out of the box, no.

I guess you could do something with the API, but you would need to register a number for SMS for each user who would be sending these messages, and then figure out how to route the replies to the originating user, but this could end up incurring considerable cost, depending on how many users we are talking about.

If a user sends an SMS on behalf of a Queue, though, the system should route any reply to them directly, unless they close the interaction.

HTH

Hello, 

The Org is using SMS to reach out to customers through ACD queue.

Is there a way to use the SMS feature for private / individual texting?  

Any thoughts will be appreciated. 

Regards 

BN

Thank you so much Max for your reply. Yes, I am interested. Please feel free to send me an invite at  Bassel.Nafaa@Prospero-health.com

Regards

Hi,

We did a similiar use-case using our AppFoundry App so that SMS would be routed back to the same nurse that sent it. Send me a private message and I'll organize you a demo.

Thank you Paul, for sharing these info. I will test them and update later :)

No problem,

OK, so if you check out this video from the Developer Engagement team, it explains how to send SMS using the API.

However, if it were me, I would send using a queue and then in my inbound flow, use the ANI and Preferred Agent Routing to get the SMS to the right user. This would reduce the quantity of SMS numbers you need to provision. You will have to switch out using the inbound flow anyway, since Genesys does not support the equivalent of DID for SMS.

HTH

Thank you, Paul, 

Indeed, The Org wants to allow their doctors and nurse to be able to communicate directly with their patients via SMS. 

you mentioned using API , I tried to find the right API but no luck. So please if you can provide more details about the needed API to achieve this task. 

Best

BN 

Not out of the box, no.

I guess you could do something with the API, but you would need to register a number for SMS for each user who would be sending these messages, and then figure out how to route the replies to the originating user, but this could end up incurring considerable cost, depending on how many users we are talking about.

If a user sends an SMS on behalf of a Queue, though, the system should route any reply to them directly, unless they close the interaction.

HTH

Hello, 

The Org is using SMS to reach out to customers through ACD queue.

Is there a way to use the SMS feature for private / individual texting?  

Any thoughts will be appreciated. 

Regards 

BN

Great, just emailed you. 

Thank you so much Max for your reply. Yes, I am interested. Please feel free to send me an invite at  Bassel.Nafaa@Prospero-health.com

Regards

Hi,

We did a similiar use-case using our AppFoundry App so that SMS would be routed back to the same nurse that sent it. Send me a private message and I'll organize you a demo.

Thank you Paul, for sharing these info. I will test them and update later :)

No problem,

OK, so if you check out this video from the Developer Engagement team, it explains how to send SMS using the API.

However, if it were me, I would send using a queue and then in my inbound flow, use the ANI and Preferred Agent Routing to get the SMS to the right user. This would reduce the quantity of SMS numbers you need to provision. You will have to switch out using the inbound flow anyway, since Genesys does not support the equivalent of DID for SMS.

HTH

Thank you, Paul, 

Indeed, The Org wants to allow their doctors and nurse to be able to communicate directly with their patients via SMS. 

you mentioned using API , I tried to find the right API but no luck. So please if you can provide more details about the needed API to achieve this task. 

Best

BN 

Not out of the box, no.

I guess you could do something with the API, but you would need to register a number for SMS for each user who would be sending these messages, and then figure out how to route the replies to the originating user, but this could end up incurring considerable cost, depending on how many users we are talking about.

If a user sends an SMS on behalf of a Queue, though, the system should route any reply to them directly, unless they close the interaction.

HTH

Hello, 

The Org is using SMS to reach out to customers through ACD queue.

Is there a way to use the SMS feature for private / individual texting?  

Any thoughts will be appreciated. 

Regards 

BN