Has anyone looked into or already setup SMS in Amazon Connect? It looks a bit arduous based on this documentation from AWS: https://docs.aws.amazon.com/connect/latest/adminguide/setup-sms-messaging.html.
Reason I'm asking, we have a use case where we'd want the phone numbers we claim in Amazon Connect that are used for Service Cloud Voice to also be used for SMS, so dual-functionality essentially (Voice & SMS). If we didn't set up SMS via AWS, could we designate the Amazon claimed Voice phone numbers to an Enhanced Messaging channel in Salesforce to use their SMS capabilities?
I feel there are likely a lot of no no's to the latter approach, mainly being the integration piece and phone call disruption based on the number also being texted into by other customers. Anybody out there run into documentation or a personal use case they've explored more into this? Looking for any answers that may lead us down the next best path.
TIA!
Digital engagement can use number provisioned by AWS. Submit a case with Salesforce to provision them in your org. There are a number of registration steps to take as well when using these numbers..
Integration wise once the number is provisioned, Service Cloud Voice and Digital Engagement can support the number without conflicts.
