Ability to Use Phone Numbers as Conditions in Triggers/Automations

Widson-Rei Really do appreciate your help, but I must be exlaining poorly. The goal is to differentiate certain inbound SMS from others. 

The workflow I was addressing here happens to start with an outbound SMS, but so do other of my workflows. 

My question was if there was something we could put in that initial SMS that would allow the reply to be specifically identified. The update fix you just described would apply to all workflows that start with an outbound SMS. 

Again, given that we cant segregate by phone number (in which case I would have just started added dedicated phone numbers), is there any way in the world to distinguish certain inbound SMS from other inbound SMS? Right now, the only thing that will work is directing the requestor to enter certain text – but this is obviously impractical and unreliable. Thanks again.

+1 
Looking for native support for this in trigger options. I have some apprehensions about relying on the workaround, as it is not bound explicitly to the product, it's just kind of a hack. If there is ever a change in how the call information is translated to the ticket, it could cause the string matching to fail and break the trigger workflow. I really hope this can make it on to the roadmap. 

Hi 6457285978138 

That should be ok. You just need to create a ticket based on the conditions channel = “Text” and ticket is “Updated”. 
 

Thanks Widson-Reis. Question – given that in my flow starts with an outbound text, is there a way to set a trigger for the customer reply, that is based in something that appeared in the original outbound?

Hi, 7083602066202 , 6457285978138 

I've been looking for a workaround that would work for texts too, but I'm afraid we don't have one at the moment. It looks like we don't expose the Talk number that the user texted to. 

I have added this to our backlog though.

Hi Widson-Reis. Same issue as above. How do I do this for inbound text?

Hi 1900489642224 , thank you for your workaround of creating tags based on ticket comment “Call to: …” This has solved an issue I was having. I am now trying to understand how I can use this for inbound text messages. I don't see anywhere in the ticket information which phone number the user texted. Do you have a solve for this? Thank you.

Hi Alan Yedid

That's a comment to the ticket indeed — a "voice comment", as a matter of fact. For regular inbound calls, this voice comment is added to the ticket at the end of the call, while an internal comment, with the phone numbers, is added at the beginning of the call.

Hi, here from the Talk Team!

The ability to create conditions based on phone numbers is something we don't have in our roadmap just yet, but there's a simple workaround that should work for most cases.

All tickets created by Talk have comments containing fields "call from" and "call to" (or simply "from" and "to" when the caller leaves a voicemail or abandons the call). So, you can create a trigger based on finding these specific strings in the ticket comment text. Make sure to use the additional condition "Ticket > Channel is Phone Call Incoming" so your trigger won't be triggered by any phone number, like in emails or comments left by the agent etc.   

An example: