SMS Reply to Receive Call

Platform API
1

Good morning,

I am trying to achieve this "flow" but I am not sure if it is possible. My organization is trying to put together a proof of concept for a client; we want to send an agentless notification (achieved using api/v2/conversations/messages/agentless), and build a flow so that the customer can reply to be connected to an agent via text (achieved using inbound message flow, transfer to ACD) or to receive a call from the agent (not yet achieved). The big caveat of this endeavor is that we need the call to be contained within the same interaction as the initial SMS message interaction. Is this something that is possible to accomplish? If so, how do I go about setting it up?

Thank you,

Branson

2

Hello,

Unfortunately it is not possible.
The voice call and the sms interactions will be part of 2 distinct/separate conversations (two conversationIds).
At this time, a conversation cannot contain sms (message media type) and voice sessions.

You could maybe associate the 2 conversations, at least for processing in your code, adding the conversationId (of the other conversation) as a participant attribute/data of the other conversation.
Or set a common identifier as externalTag.

Regards,

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