SMS Trigger Update based on Phone # client texts into
AnsweredWe have different phone #s based on the company location they text into. I would like to assign a group based on the phone number they text and also assign tags based on this phone number. Can you add a trigger option for "via the phone number" so that I can update my groups based on when someone texts into a specific number please?
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Hi,
Thanks for getting in touch. Yes it is possible to create groups in Zendesk and then associate a group to a phone number. You can also create a trigger that adds a custom tag based on the on incoming text message.
To learn more about how to create groups in Zendesk, see the following page:
https://support.zendesk.com/hc/en-us/articles/203661966-Creating-managing-and-using-groups
For info on how to associate a group to a text number, see here:
Some information on creating triggers with text messages can be found here:
If you would like to add a custom tag for an incoming text message, I suggest using the following conditions:
Conditions:
Channel is "Text"
Ticket is "created"
Group is "xyz group"
Actions:
Add tags => [Enter custom tag]If you have any further questions, please let me know.
Thanks,
Martin
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