SMS API Question

Platform API
1

I recently implemented a solution where when we receive responses to Twilio SMS messages I forward the response message to a Genesys queue as a web chat along with identifying information. Currently all messages are going into the one queue. When assigned one of these messages our agent has to then start an SMS conversation from another queue which represents the location the customer thinks they're texting with.

I would like to remove this extra step for our agents and send the message to the appropriate queue as an sms interaction so that all the information received from Twilio is already there and the agent can just SMS with the customer directly. It would be as if the customer initiated the SMS message to the phone number associated with the queue.

I looked through the APIs and the only thing I can find is the open sms messaging. I don't want to supply a webhook to handle the outgoing messages, I just want to use an API to create an incoming SMS message in the appropriate queue. Is this possible?

Thank you,
Janice

2

It seems like what you ideally want is the ability to leverage your own SMS broker to exchange SMS. That is on the roadmap, but not yet currently available.

Besides that, it sounds like you already explored all the currently available options.

3

Thank you for your quick reply. I just wanted to make sure I left no stone unturned.

Janice

4

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