How can I send an SMS message when no agents are available in Omni-Channel?

Question

We have enabled SMS Messaging in Salesforce and understand that we can send messages to users via Process Builders, though I've not yet been able to get one to work. When no agents are available, how do I send an SMS message back to the customer to let them know? Can anyone provide the criteria and action items I would use in a process builder? There is no help online that I have found that help with this.

Jayson Morales · Answer

Hi Steve,

Sorry for the inconvenience. In case you don't receive a response here, may I also suggest joining the Service Cloud group below to collaborate with the experts for best practice and advice.

https://trailblazers.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F93A0000001yCOSAY

Hope that helps.

Regards,

Jayson

How can I send an SMS message when no agents are available in Omni-Channel?

Mobile

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