Editing the body of inbound and subsequent replies of SMS messages

1

I want to be able to edit the body of an SMS message, both the inbound and any subsequent replies.

Questions:

  1. My thinking is I can have the call flow for an inbound SMS call a webservice that will add the desired text to the SMS body. Is this possible?
  2. Can the reply go through a call flow? If not, when an agent submits an SMS reply, where along the path of it reaching the customer can we make that edit of the SMS body?
2

Hi,
There is no way to edit a message text/body once sent, the messages are immutable. For inbound sms messages they come from an end user's handset and carrier, to then get routed in the Genesys Cloud org. So you really can't edit what that end user typed.
For outbound messages from the org to the end user, today there is no way to edit that message once the Agent sends it. For outbound you could look at Canned Responses or Scripter to possibly help with supplementing information on the agent's message, before they send.

4

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