Can callbacks going through a flow?

Daniel_Toye · April 17, 2019, 9:15pm

We create a callback so that an onqueue agent will get tasks with calling the client at or around a certain time.

I'm wondering if there's a way to send that callback to a flow of some sort instead of a queue? This would be to perform data actions on it and also to have different kinds of routing decisions made?

Thanks!

tim.smith · April 17, 2019, 9:18pm

Architect currently only handles voice calls and emails. You can request additional media support and share your use case at https://purecloud.ideas.aha.io/ideas.

Daniel_Toye · April 17, 2019, 9:26pm

Hi Tim, thanks. Just for our clarity, when you said "Architect currently only handles voice calls and emails", did you intend to exclude SMS?

tim.smith · April 17, 2019, 9:33pm

I didn't intentionally exclude SMS, but you can create an inbound messaging flow and assign it to be used for SMS routing.

system · May 18, 2019, 9:33pm

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