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  • 1.  SMS Questions

    Posted 03-21-2022 12:47
    No replies, thread closed.
    Hi,

    I have two questions regarding setting up of SMS that the Resource Center is not being helpful with (or I am not hitting the right search terms!)

    1. (How) can an agent initiate an SMS interaction? I can see how to set up an SMS campaign and I can see that an agent can reply to an SMS inbound massage, but...
    2. According to this article, to send an outbound SMS from an Architect call flow, can use the Call Data action to send an agentless SMS notification. Trouble is, I can't find anything on the Developer site in API explorer that indicates how to send an SMS message!
    I suspect that the answer to Q2 may also answer Q1...

    TIA
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface


  • 2.  RE: SMS Questions

    Posted 03-21-2022 16:21
    No replies, thread closed.
    Hey Paul, check out Sam's section of the Q&A Show. I think the data that he walks through will help to answer your questions.

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------

    Original Message


  • 3.  RE: SMS Questions

    Posted 03-21-2022 16:33
    No replies, thread closed.
    Thanks, Matt!

    I just watched the segment in question, however what Sam is talking about appears to be how to call a Data Action from Architect. The problem I have is building a Data Action to call the API to send an SMS. That part of the API does not appear to be documented?


  • 4.  RE: SMS Questions

    Posted 03-21-2022 17:20
    No replies, thread closed.
    Hi Paul,
    There is an example Send SMS data action in the Genesys Cloud - Custom Data Actions collection on the AppFoundry

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    Krisinda Bleau
    Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 5.  RE: SMS Questions

    Posted 03-22-2022 13:13
    No replies, thread closed.
    Thanks, Krisanda!

    I will certainly take a look at this.

    On a wider scale, however, can anyone explain why the Send SMS API call is not documented? What if I want to send an SMS through GC from an external system (I actually need this, the Architect approach looked like a pathway to figuring it out.) Why is this endpoint not documented? Is it an oversight, or are there some valid reasons not to use it and keeping it "hidden"?


  • 6.  RE: SMS Questions

    Posted 03-22-2022 13:35
    No replies, thread closed.
    Hey Paul,
    Are you looking for more documentation than this?


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    Krisinda Bleau
    Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 7.  RE: SMS Questions

    Posted 03-22-2022 16:53
    No replies, thread closed.
    Thank you!

    That is what I couldn't find - searches for "SMS" showed up nothing, hence my confusion!

    URA*


  • 8.  RE: SMS Questions

    Posted 03-24-2022 12:56
    No replies, thread closed.
    Hey Paul

    The Data action mentioned above, it is providing an output for a body and 'from'. 

    You would need to purchase a number from Genesys UI under admin SMS Number Inventory, then use that in the 'from' section when you call this data action from within a flow. 

    Your SMS Should send. You can use call.ani - in the To section to send it to the callers number.

    hope that helps

    ------------------------------
    Nitin Jadva - Product Manager
    Utility Warehouse Ltd
    ------------------------------

    Original Message


  • 9.  RE: SMS Questions

    Posted 03-24-2022 18:21
    No replies, thread closed.
    Good Evening

    We are moving to the cloud this fall and I am wondering if there is an option for the system to disconnect SMS interactions we do both inbound and outbound and we have issue with staff forgetting to disconnect the chat and it really messes with our ASA on lines that we have outbound and our AHT with the inbound that got ideal.  I was told that our current version of Genesys  Pureconnect Version 2020 R4 patch 8 does not have any type of disconnect function.  We are moving to Cloud CX does that offer a setting to disconnect ideal SMS?

    Thank you
    Greg



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    Gregory Montgomery
    Vibrant Emotional Health
    ------------------------------

    Original Message


  • 10.  RE: SMS Questions

    Posted 06-14-2022 15:05
    No replies, thread closed.
    In PureCloud you can set how long before a message disconnects under Admin - Threading Timeline

    You'll want to click on the page contextual help for more information of course, but here is a snippet from it:


    To configure the messaging threading timeline:

    1. Click Admin.
    2. Under Message, click Threading Timeline.
    3. Turn on the toggle next to a messaging channel to enable the threading timeline for the messaging channel. Leave the toggle turned off to set the threading timeline to 0. A threading timeline of 0 ensures every reply or agentless outbound messaging from a disconnected conversation starts a new conversation.


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    Brenda Wynne
    Alcon Vision LLC
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    Original Message


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