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Using SMS feature in Next Gen Helpdesk

in Help Desk 1 comment

Summary:

Hello Experts,

As per Oracle documentation, users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. However, there are no use cases or configuration steps available to use SMS feature directly in HR Help Desk.

Our understanding on SMS integration with Helpdesk is that one can configure Next Generation Help Desk as a skill in Digital Assistant, which makes it available to Help Desk users in multiple supported channels such as SMS, Slack, and messenger applications.

Therefore, its Oracle Digital Assistant which supports sending and receiving SMS messages through supported platforms like Twilio or Syniverse to interact with the digital assistant via text messages and receive responses. Using this, user can 

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