Is it possible to send an SMS through the API?
No, it is not possible to send an SMS through the API. As a workaround, you can create triggers that will fire Text notifications based on ticket events and conditions. For more information, see the article: Using Text notifications with triggers: Recipes and tips.
The workaround you provided isn't very smooth - especially with the Agent Workspace. It opens the agent to forgetting to toggle whether not they are in chat or not, especially when the whole idea of the Agent Workspace is to be able to select what channel you are in from one easy location.
I have attempted to create a ticket via API and label the channel as "SMS" but even this appears to be intentionally not supported. The API even created the ticket and it shows as received as SMS.
Is there a rationale for disabling this or is this something you plan on implementing in the future?
At this moment the best option is to use the native features as described in this article as a workaround. We acknowledged your feedback and hopefully, this can be considered in the future!
Unfortunately, sending an SMS directly through the API is not supported. However, there is a workaround available. You can utilize triggers to send text notifications based on ticket events and specific conditions. To learn more about this approach and get helpful insights, refer to the article "Using Text Notifications with Triggers: Recipes and Tips." This resource will provide you with valuable information on setting up text notifications effectively.
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