How to Send a SMS for Missed Calls

This is for the use case where you are ringing someone for a long period of time (for example a Connect a Call App with a ring time of 900 seconds) and want to send a SMS when the person hangs up before the end of the ring time. There are two main parts to this: first, create a new data analytics policy and then amend the existing routing policy.

Create a new Data Analytics Policy

1. Navigate to the ‘Routing Policy’ tab using the app launcher (3×3 dots).

2. Create a new routing policy.

   1. Choose Type: Data Analytics

   2. Name: “Send Text for Missed Call'

   3. Done & Save (then policy)

3. From the ‘From Policy’ click and drag to add a new action container.

4. Add a Rule app to the container

   1. Name this item: Missed Call?

   2. Configure this item: ‘Evaluate’

   3. Property: $(CallConnected)

   4. Operator: equals

   5. Value: No
      
      
      

5. From the top connector, click and drag to add a new action container

6. Add a Notify app

   1. Name this item: Send Text

   2. Configure this item: Sms

   3. Send message on: All Attempts

   4. Send SMS to: [insert number to send SMS to]

   5. Sender Number: [insert a number that you have enabled for SMS by contacting our support team]

   6. SMS Message: There was a missed call from $(E164CallerNumber).

   7. Optional: if you have queried the contact already, you could add this onto the end of the SMS Message: “The caller's name: $(SForce_Contact.Name)'“. Make sure to use the correct macro for the contact you have queried.
      
      
      

7. Click ‘Save’.

Amend Existing Routing Policy

1. Navigate to your existing policy where the call is trying to be put through.

2. Break the connection to the container that is connected before the action container with the Connect a Call in it.

3. Add a ‘To Policy’ container’ and a ‘Data Analytics’ app.

   1. Name this item: Send Text for Missed Call

   2. Configure this item: Select the name of the policy you made above [Send Text for Missed Call]

4. Connect the ‘To Policy’ with the action container you disconnected it from in step 2.

5. Click ‘Save’.

Before:

After: