Formatting of SMS messages on send through data action

Genesys Cloud Applications Architect
1

Need some help of formatting of outbound SMS's please.

We have our SMS responses stored in a data table. Once an interaction is ended a workflow is triggered that looks up the data table for the respective queue and assigns the value returned to the sms.body variable.

This variable is then passed a data action that sends the body to a messaging service, with other required information. This works fine and the SMS is received.

The problem we are experiencing is that any formatting that is needed in the SMS body is not applied. Simple things like \n or \r and sent through as literal text and display as \n or \r in the SMS message.

What is needed to send formatted text to SMS channels? Storing the responses in a data table does not seem to be honouring any formatting.

2

Hello,

"This variable is then passed a data action that sends the body to a messaging service, with other required information. This works fine and the SMS is received."
Are you using a 3rd party messaging service to send this outbound SMS?
Or are you using Genesys Cloud SMS service (requesting Genesys Cloud to send an SMS out)?

Regards,

3

Hey,

We are using a 3rd party SMS provider.

It has been solved by using a data action to return the body of a canned response and using the canned response (in SMS Template form) in the SMS body. This allows us to format the txt on the outbound TXT messages.

Thanx for the comment :slight_smile: appreciate it

4