One convenient means of communication today is through messaging. With PureCloud ACD and SMS messaging feature an organization can handle inbound and outbound SMS messaging after a few configuration and allow communication without the holding time. If SMS and messaging features are enabled, contact your designated Customer Success Manager or email CloudSales@genesys.com if the features are not available.
This is a companion discussion topic for the original entry at https://developer.mypurecloud.com/blog/2019-06-06-inbound-and-outbound-sms-messaging/index.html