Convert SMS to call?

I am trying to figure out the best way to convert an SMS message to a voice interaction. The way I have everything set up currently is as follows:

  1. Contact is dialed in a campaign
  2. If the contact does not answer, a workflow is triggered to send an agentless SMS to the contact's number.
  3. When the contact replies, it is routed to an inbound message flow.
  4. The inbound message flow transfers the SMS message to the queue to be handled by an agent.
  5. At this point, the goal is to get the customer on the phone. Is a manual dial the best option here? Or is there a simple way to convert the SMS interaction to a voice interaction? Additionally, is there a way to associate the SMS interaction with the contact or campaign it was originally dialed from?

Any insight would be very much appreciated. Thank you.

Changing the media type of a conversation segment is never possible; that would erase history. If the agent needs to place a call as a result of receiving an SMS, they should place an outbound call normally as they would in any other situation.

Thank you for your response, Tim. Is it similarly impossible to introduce a new session/segment with a different media type to an existing conversation?

You can add new segments to conversations in various ways. You cannot change the media type of an existing segment.

Is there a way I can add a new voice segment to a conversation that began with (and currently only has) SMS segment(s)?

I believe the most straightforward way would be to add a callback to the conversation (POST /api/v2/conversations/{conversationId}/participants/{participantId}/callbacks) then place the call (POST /api/v2/conversations/calls/{conversationId}). You might be able to skip the first step and just place the call, but the docs say it's for a callback so the first step is implied.

Thanks, Tim. I had assumed that would not be an option since it does not appear in the UI while answering an SMS interaction, but as long as we can do it through the APIs that should suit our needs.

Ah, this forum is intended for discussing customizations and API usage. If you're looking for an out of the box solution, the Genesys Cloud Community Forum is a better place for base product questions.

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