Richard McCauley

Wilson Reis. Thanks again for you attention and kindness. I have tried myriad means of having the new inbound SMS relate to the original SMS. The most basic way (obviously) is through tags. The outbound SMS always uses a unique tag, so the  trigger on the inbound or view-rule for it, should simply look for that tag. But this just doesn't work, and I believe this issue (combined with the fact that ZD cannot differentiate by phone number) that is driving  much of this conversation. 

It just always seems like the inbound is totally blind to the outbound. I have simply found no characteristic that causes the new ticket to look at the original one. That said – it IS the case that original SMS, and its original ticket number DO appear within  the new inbound ticket which of course has a new ticker number. And this makes this problem all the more frustrating! Thanks again.

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.

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

I've seen numerous articles about reporting on IVR usage by destination, and about tagging keypresses so these are surfaced on tickets.

I'm looking for something way simpler.

I merely want a report that shows the traffic flow through the IVR, by showing keypresses at each branch. It is the most basic view I can think of, and yet I've been inept at finding the solution. All help appreciated.