Hi All,
I am trying to implement On-Call Scheduling using Twilio - Notify. Now the requirement is if there's a P1 in the queue then the On-Call person will receive a SMS and Call, Where they need to acknowledge else the flow will move to the next person in the escalation matrix. Now for Voice Call I can find an OOTB subflow 'On-Call: Assign by Acknowledgement' which is triggering a call with the text-to-speech and asking users to press either 1 or 2 to to assign the ticket to themselves or move to the next person. Same feature is there for emails using 'On-Call: Assign by Email' which triggers an email to on-call person and they can reply to the email with ACC or REJ which will do the same job.
But firstly, I am unable to find any Subflow that does the same for SMS. Now in system there's a subflow which is for inbound SMS where it checks the gliderecord it is linked with and assigns the user to that ticket. Also using the 'Send SMS' flow action I am able to send an SMS which is linked with an incident. But when the user is responding with ACC that inbound SMS is not linked to the same record.
Is there any way I can link the inbound SMS with the same record? Need help!!
Regards,
Debjit Ghosh
