SMS integration with AgentDesktop/Customer Portal

Content

Hi,

There is a requirement from the customer to provide SMS options in Agent Desktop and Customer Portal.

Like in the below scenarios.

1. Once the incident is created by the agent through Chat/Mail, the details to be sent to customer's phone number.

2. Status updates to be sent to the customer on a periodic basis.

3. If the incident is not solved within the time, SMS to be sent like incident is escalated to next level...

 

etc..... scenarios .....

Can any one guide me on this.

 

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Regards,

Ajay