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Using a Bot to route to the appropriate agent on an incoming SMS from the customer

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  • 1.  Using a Bot to route to the appropriate agent on an incoming SMS from the customer

    Posted 05-29-2025 16:39
    No replies, thread closed.

    I am attempting to set up a message flow that when a customer sends a message to a number that is tied to an SMS flow a bot will intercept the message and then go through the steps to route the message to the appropriate agent. For example, I would send a message of "Hi" to 4145265555, and the bot would automatically respond back with a message "Thank you for reaching out, who are you trying to reach today" and then provided them a list that they would be able to select from. I have set this up and I am not getting any luck with this working. It appears that the initial message is triggering the auto response of did not understand, and it gets stuck in a loop. Is there a way to have the bot automatically accept any input, and automatically start the conversation to route to an agent, and provide the list of agents to route the conversation to?


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Mark Heili
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  • 2.  RE: Using a Bot to route to the appropriate agent on an incoming SMS from the customer
    Best Answer

    Posted 05-30-2025 10:58
    No replies, thread closed.

    Hello Mark, 

    I think you can build the bot flow to make the list a default option, Which is what it sounds like you are trying to do. But I am not that familiar with bot flows. Hopefully someone in the community will be able to provide a more detailed solution. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


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