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.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 02-03-2022 18:55
From: James Power
Subject: SMS Routing (Desktop app and SF)
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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