Twilio data actions for SMS?

Data Actions
1

I'm trying to create a call flow that

  1. Allows callers to opt for an SMS receiving information from us
  2. SMS happens during the call, so agentless SMS is out of the question
  3. Caller can choose to remain on the call, this SMS is purely informational

I want to use Twilio to work around the Genesys platform deficiency with agentless SMS during an active call. Is anyone already doing this? I know I nee dot create a custom Web Services integration, but unsure on where to start with regard to auth style. All Twilio's documentation is SDK-centric, so kind of useless for this use case.

The Genesys documentation for "how to send SMS form a call flow" is kind of lacking, since it's quite vague, and serves more to show what you cannot do with it, than how to actually achieve a result.

2

I'm not sure exactly what you mean here. voice conversations and sms conversations are separate. So you can invoke Agentless message api regardless of the voice conversation existence/states.

What specifically are you struggling with there?

3

So you're saying that I can use the agentless SMS API from within an Inbound Voice call flow to send an SMS to the same phone number that is currently connected to that flow?

This doc indicates otherwise, which is why I went down the 3rd party SMS path.

I didn't even want to bother building a Data Action for this just to confirm accuracy of a document that is actively saying it's not possible by platform design.

4

There are a couple things to take into account here
End Customer side

  1. The end customer's voice number they are calling from
  2. The end customer's sms number you are wanting to send an sms notification to

It's pretty easy to see that most customers are calling from a mobile phone (with sms capability) rather than a land line phone (without sms). But it's not guaranteed, so keep this in mind.

Your Genesys Cloud Org side (what the end customer is interacting with)

  1. Your org's voice number you have setup
  2. Your org's sms number you have provisioned

Are #1 and #2 there the same number for your use case? It's not that important, but something to be aware of and understand. See this for some more info voice and sms on same number Even if they are the same number, yes you can still send an Agentless sms notification to the end customer while the voice call is ongoing. Voice and sms on the same number have different providers and 1 doesn't need to block the other. It will result in 2 different conversationIds on the Genesys Cloud side.

The document there is trying to explain how to do that sms Agentless request. You are going to invoke a data action (calling the Agentless sms api) from the voice call flow the customer is connected to currently. Which again, is fine and will have no issues.

5

However, if you attempt to send a message to and from a number that currently is connected to an existing flow or to an agent, the SMS message fails.

That is either indicating my use case would fail, or is worded horribly. I don't know which.

For my use case, I can send the SMS from a different number than the one the customer called, but that SMS is going to go to the same number they called in from, in most cases. As you noted, mobile phone is the more common customer endpoint.

I guess I"m stuck building a data action for this while I wait for Twilio to verify my TF for sending, anyways.

6

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