Hi,
We have a use case where we want IVR caller to switch channel to interact with agent via chat(SMS). The channel switch should happen in IVR not agent-driven activity. How do we get data from inbound call to inbound SMS? When switch happens will it be same interaction id or different?
You can use the Platform API to create an outbound sms message to the caller's ani but I don't know that you could add a sms message participant to the existing call conversation such that the routing would continue with the SMS if the call was then disconnected.
In the client, two conversations of different types with the same external contact id will show like it is one conversation.
Alex Johnson achieve cx
Thank You for responding. Is it possible to get attach data from Inbound call to inbound SMS interaction?
Assuming you are doing this all in an architect flow, you could call get participant attribute off the call and store it in a variable and then call a data action which sends the outbound sms message and then a subsequent data action which sets participant attributes on the outbound sms message conversation.
Alex Johnson achieve cx
Thank you for your response.
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