Question
Amdocs
US
Last activity: 8 Jun 2022 5:13 EDT
How to send outbound sms through Pega with Digital Messaging channel (Twilio sms)
Hello,
Requirement is to send an outbound sms from Pega. Our team has already setup the Pega Twilio account and created a conversation flow for the Digital Messaging channel.
Issue - How to invoke the Digital Messaging channel to send an sms? How to pass the number for which the sms needs to be sent?
We have tried invoking the channel through casetype but couldn't send an sms.
Thanks.
@SaiKrishnaV4021 As of 8.7, SMS integration for Digital Messaging is predominantly designed around managing messaging interactions that start as inbound. Part of the reason for this is there are some complex compliance challenges (opt-in and opt-out, time of day that messages are sent, etc) that need to be managed by the client for SMS. However, it is possible to make an API call from Pega to Twilio to initiate an outbound message and then have the Digital Messaging channel pickup any inbound responses. This may be a relatively straightforward option using Pega Connectors if you just want to send simple outbound messages and then have the responses looped into the IVA or Agent in CS.