Genesys Cloud - Main

Hello everyone,

I am struggling with a new requirement.

Agents need to send an outbound manual SMS (on behalf of a queue) during an inbound call conversation with customer.

Agents need to have different canned response to use according to customer request purpose.

Is it possible to define canned responses for a single library, and assign this library to a queue used for outbound manual SMS?

From documentation, I see that canned response is enabled only for outbound SMS campaign.

Has anyone addressed with this topic?

Thanks in advance.

Good Day Carmine

In theory this should work yes, as long as you are able to send SMS messages from that specific queue.
You can assign a specific library to the required queue.

Have you tried testing it on your side? Are you getting any errors?

Regards

Stephan

Hello everyone,

I am struggling with a new requirement.

Agents need to send an outbound manual SMS (on behalf of a queue) during an inbound call conversation with customer.

Agents need to have different canned response to use according to customer request purpose.

Is it possible to define canned responses for a single library, and assign this library to a queue used for outbound manual SMS?

From documentation, I see that canned response is enabled only for outbound SMS campaign.

Has anyone addressed with this topic?

Thanks in advance.

Hello Stephan, thank you for your help!

Unfortunately, I don't have SMS integration yet. I cannot try yet! :(

But, I have two question for you. I hope you can help me.

1. Which type of response have you used for outbound manual SMS? Standard, Message Template or other?

2. Have you tried to send an outbound manual SMS (on behalf of queue) during a call conversation?

Thank you in advance for your support.

Good Day Carmine

In theory this should work yes, as long as you are able to send SMS messages from that specific queue.
You can assign a specific library to the required queue.

Have you tried testing it on your side? Are you getting any errors?

Regards

Stephan

Hello everyone,

I am struggling with a new requirement.

Agents need to send an outbound manual SMS (on behalf of a queue) during an inbound call conversation with customer.

Agents need to have different canned response to use according to customer request purpose.

Is it possible to define canned responses for a single library, and assign this library to a queue used for outbound manual SMS?

From documentation, I see that canned response is enabled only for outbound SMS campaign.

Has anyone addressed with this topic?

Thanks in advance.

Hi Carmine!

We are using the new BYO SMS (Genesys does not provide Finnish SMS-numbers) and the process is as follows: After an inbound call, we send out a summary of the call via SMS to the customer. This is done before the inbound call contact is closed, to be able to link the inbound contact and the SMS to each other (using attributes). 

We also had the need to use canned responses to make the summary message speedy to create, and so we had a bit of thinking to do on how to solve this so, that the agent would not need to do a lot of clicking and get the SMS queue chosen in advance so that they would not need to.

Here's what the process looks like:
The inbound call contact is open, even if the call has ended and we choose to send the SMS (this could of course also be done during the call):

It automatically selects which queue to send from, picks up the callers mobile number from the inbound contact and opens the messaging SMS so that the agent can write the message, and/or use the canned responses that you see here in the picture also:

After the SMS is done, then the agent just needs to close the SMS-contact and the inbound call contact, ant they are done. 

Hello Stephan, thank you for your help!

Unfortunately, I don't have SMS integration yet. I cannot try yet! :(

But, I have two question for you. I hope you can help me.

1. Which type of response have you used for outbound manual SMS? Standard, Message Template or other?

2. Have you tried to send an outbound manual SMS (on behalf of queue) during a call conversation?

Thank you in advance for your support.

Good Day Carmine

In theory this should work yes, as long as you are able to send SMS messages from that specific queue.
You can assign a specific library to the required queue.

Have you tried testing it on your side? Are you getting any errors?

Regards

Stephan

Hello everyone,

I am struggling with a new requirement.

Agents need to send an outbound manual SMS (on behalf of a queue) during an inbound call conversation with customer.

Agents need to have different canned response to use according to customer request purpose.

Is it possible to define canned responses for a single library, and assign this library to a queue used for outbound manual SMS?

From documentation, I see that canned response is enabled only for outbound SMS campaign.

Has anyone addressed with this topic?

Thanks in advance.

Oh, and to answer your two questions from our part: 

1. Which type of response have you used for outbound manual SMS? We used Standard, Message Template for the mentioned case.

2. Have you tried to send an outbound manual SMS (on behalf of queue) during a call conversation? Yes we have, with this solution, but there's also another one and it works brilliantly! :)

Thank you in advance for your support.

Hi Carmine!

We are using the new BYO SMS (Genesys does not provide Finnish SMS-numbers) and the process is as follows: After an inbound call, we send out a summary of the call via SMS to the customer. This is done before the inbound call contact is closed, to be able to link the inbound contact and the SMS to each other (using attributes). 

We also had the need to use canned responses to make the summary message speedy to create, and so we had a bit of thinking to do on how to solve this so, that the agent would not need to do a lot of clicking and get the SMS queue chosen in advance so that they would not need to.

Here's what the process looks like:
The inbound call contact is open, even if the call has ended and we choose to send the SMS (this could of course also be done during the call):

It automatically selects which queue to send from, picks up the callers mobile number from the inbound contact and opens the messaging SMS so that the agent can write the message, and/or use the canned responses that you see here in the picture also:

After the SMS is done, then the agent just needs to close the SMS-contact and the inbound call contact, ant they are done. 

Hello Stephan, thank you for your help!

Unfortunately, I don't have SMS integration yet. I cannot try yet! :(

But, I have two question for you. I hope you can help me.

1. Which type of response have you used for outbound manual SMS? Standard, Message Template or other?

2. Have you tried to send an outbound manual SMS (on behalf of queue) during a call conversation?

Thank you in advance for your support.

Good Day Carmine

In theory this should work yes, as long as you are able to send SMS messages from that specific queue.
You can assign a specific library to the required queue.

Have you tried testing it on your side? Are you getting any errors?

Regards

Stephan

Hello everyone,

I am struggling with a new requirement.

Agents need to send an outbound manual SMS (on behalf of a queue) during an inbound call conversation with customer.

Agents need to have different canned response to use according to customer request purpose.

Is it possible to define canned responses for a single library, and assign this library to a queue used for outbound manual SMS?

From documentation, I see that canned response is enabled only for outbound SMS campaign.

Has anyone addressed with this topic?

Thanks in advance.