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Version: 6.0

Configure the SMS channel in Webex Connect Visual Flow Builder

Follow the steps as described in the official documentation in order to configure your Webex instance to send SMS.

In order to forward the SMS received from the the end-customer's device to Salesforce, the same steps in Configure Webex Connect for Live Chat channel can be followed.

Authorization and message requests and responses remain the same, including the endpoints. The only difference relies in the payload for the message request, which looks as follow:

{
    "channelAddressIdentifier": "$(ChannelAddressIdentifier)",
    "endUserClientIdentifier": "$(UserId)",
    "deliveryChannel": "sms",
    "appId": "$(AppId)",
    "message": $(Message),
    "senderId": "$(SenderId)",
}
  • senderId is a mandatory parameter and specifies the long code, short code, or the Sender ID to be used for sending the message.
  • deliveryChannel msut be set to sms.
  • threadId, as well as additionalParams and attachments parameters are not allowed for the sms requests.
note

Custom Events (Participant Changed and End Chat) are not available for the sms channel (ref)

Delivery receipts​

Webex provides delivery receipts for messages sent through the SMS channel. When an agent sends an SMS, Webex monitors the message status and issues a delivery notification once the carrier confirms that the message has been successfully delivered to the recipient’s device.

These delivery receipts are used for error handling. If a message cannot be delivered (due to carrier issues, invalid numbers, or other delivery failures), Webex notifies the agent so they are aware of the issue and can take appropriate action.

Create a new Authorization​

Before proceeding, make sure you have obtained the Consumer Key and Consumer Secret of the External Client App created during package installation.

  • Open Webex Connect Admin panel
  • Open Assets > Integrations
  • Click on Add Authorization button
  • Specify a name for this Authorization record
  • As Type select OAuth 2.0
  • As Grant Type select Client Credentials

(If a field is not specified in the list below, leave it empty)

  • Client ID: Consumer Key of the Salesforce External Client App

  • client Secret: Consumer Secret of the Salesforce External Client App

  • Access Token URL: https://[YOUR_ORG_MY_DOMAIN].my.salesforce.com/services/oauth2/token

  • client authentication: Send client credentials in body

  • Click on Get Access Token button

If the authentication parameters are correct, a valid access token is obtained and automatically displayed in the Access Token field.

  • Click on Save button