FAQ: How do I send an SMS from an Architect call flow?


Notes:
  • You can send SMS messages through Architect. Use the Send Response action or bots. For more information, see Send Response action and About bots.
  • You can use the Call Data action to send an agentless SMS notification within any Architect flow. If you send the message to and from a number that differs from the number that is currently connected to a conversation, it works as normal within the flow. 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.

    For example, if a customer initiates a message interaction and the conversation exists within the flow, you cannot use the Call Data action or an API to send the message back in that conversation. Instead, you must use the Send Response action or use bots within the flow.

To configure agentless SMS notifications from an Architect flow:

  1. Create a data action that calls the SMS notification API. For more information, see About the PureCloud data actions integration.
  2. Use that data action within the flow. For more information, see Use data actions in Architect for integrations.

You access agentless SMS notifications by a public API. For more information, see the Conversations page and the Agentless SMS notifications page in the Developer Center.