3CX and Twilio

[techmgmt]

Hi,

I have a [Twilio] studio app that basically just sends a short response to our members and then a Zapier app takes over to handle the logic for their request. That part is fine. I'm trying to add a "help" keyword that will then push the SMS request to our 3CX system where our staff can then respond to the member. I don't think this is possible but thought I would check.

My first thought was to enable the webhook routing in the number in Twilio, which I know works fine, the issue is that the staff are then inundated with SMS messages that are just querying the automated system (the zap) and 90% of them they don't need to be responded to. I don't know of a way to interrupt the process if a condition exists and not send it to the webhook unless a keyword triggers it or, alternatively setup a rule that dumps all incoming messages unless a keyword is discovered. It seems inbound rules are only for voice. Am I stuck

Any thoughts?

 

[cloidhamer]

The word "help" in Twilio is reserved and cannot be removed, so you cannot use it in your action. Are you looking to use a keyword in your Twilio Flow? If so then you should take a look at the Chat Bot example on Twilio, here. Instead of handing it off to a phone call I would imagine your Flow would tell the customer that it is looking for available agents. Then use a TwiML function in Flow to send a text to your staff to find out who is available. Then in Flow send a response to the customer from the staff's phone number that responded so they can correspond outside the flow.

 

[techmgmt]

@cloidhamer - Thanks for the reply. That's interesting about "help" since I use it now and it is setup as you have stated already. It partially works but not in an ideal way. I wanted the response to come from our other 3CX number, however since it is not a Twilio SIP, it is not possible that I can see. The 3CX chat setup is using a group so that's where I would want the help request sent so any available agent can respond as they do now from our website. I'll keep poking around.