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  • 1.  SMS Routing (Desktop app and SF)

    Posted 02-03-2022 18:55
    No replies, thread closed.
    Hi all,

    • Can you receive routed SMS in the Salesforce widget?
    • Calling and SMS through DID
      • We want to give our B2B clients one number they can call and SMS. Those calls and SMS would then be routed to whomever owns the account in SF. Possible?

    #Omni-ChannelDesktop/UserInterface

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    James Power
    BuildDirect Technologies Inc.
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  • 2.  RE: SMS Routing (Desktop app and SF)

    Posted 02-04-2022 00:39
    No replies, thread closed.
    SMS through a flow and queue is possible in the SFDC CTI Widget.  No, only GC Agents can have SMS, not Communicate users, but yes, you can SMS-enable any GCV DID as an SMS number, but it must be routed to an agent through a queue with a skill or preferred agent routing to ensure it goes to that individual.  If a small number of agents, no problem.  If a large number, too much work.  

    There are companies like Textel on AppFoundry that can SMS-enable any DID and have personal SMS for Communicate and GC users.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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