Omnichannel for Customer Service - Incoming SMS agent notification

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Posted on by Ali .NET

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Hi guys,

I have configured a SMS channel for Twilio in Omnichannel for Customer Service. Everything looks OK. But when I send SMS from my mobile number, agent notification for incoming chat doesn't popup in Omnichannel for Customer Service app.

I dug further and found out that conversation is routing to the right queue but in closed state. See the image below, notice the date and time for created on and closed on dates are both same.

Do you face the same situation, or am I missing some configuration piece?

Omnichannel-_2D00_-SMS-setup-_2D00_-02.-Conversation-closed-state.jpg

Categories:

Omnichannel

Customer Service

Queues and Routing

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Ali .NET 406 on at

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RE: Omnichannel for Customer Service - Incoming SMS agent notification

Hi Lingyun,

I rechecked the configuration steps and found no issues. However, I just changed the Auto-close after inactivity value from 2 days (default) to 3 days and tried again. And this time I got the agent notification.

May be the default configuration didn't update some related values when I first set up the work stream? I will note this when configuring SMS set up again for another client.

Thanks.
Johnny Yun 455 on at

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RE: Omnichannel for Customer Service - Incoming SMS agent notification

Hello Khadim,

I checked from internal known issue regarding SMS channel for Twilio while find no luck on this.

Have you normally deployed Conversation in waiting state like following guide?

docs.microsoft.com/.../oc-conversation-state

In addition, please note in this release, only long-code–type US phone numbers are supported.

Review your configuration steps when create stream and raise one ticket if you found all above without help. Thanks
https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-sms-channel-twilio#create-a-work-stream|
Best Regards
Johnny