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In many products customers can send a key word to the system to get an automated response or to access a particular team of agents. In Omnichannel there is no way to route a message based on the content of the message, the first word or phrase should be detected and allow us to route in a similar way to the pre-chat survey but for SMS messages.
STATUS DETAILS
Completed
Administrator on 7/4/2023 3:06:47 PM
Make use of work classification to route SMS conversations to the right queue making use of content in SMS. Refer to this documentation for more details - Configure work classification rulesets | Microsoft Learn
Thanks,
PM, Microsoft