Connect Customers to Support from an Outbound Text Campaign

If a customer sends you a text message that doesn't contain any recognized keywords, you can use MobileConnect to connect the customer to a live support agent. In this scenario, the customer first receives an automated response. When a support agent becomes available, the agent responds to the customer's question via text message.

1. In Service Cloud, create an external client app. When you choose an OAuth scope to apply to the external client app, select Perform requests on your behalf at any time (refresh_token, offline_access). When you configure the ID token, set the token to remain valid for one hour.
2. In Marketing Cloud Engagement Contact Builder, create a data extension named sfToken to store tokens for reuse.
3. In the data extension, create three fields with the properties shown in this table.

   Name	Data Type	Length	Other Properties
   token	Text	150	—
   retrieve	Boolean	N/A	Set the default value to True.
   issued_at	Text	13	Configure the field to be nullable.

4. In Engagement MobileConnect, select the MID that contains the code to listen on.
5. On the Administration screen, select the code and click Edit Error Messages.
6. For the unrecognized keyword response error message, add AMPscript that:
   1. Requests an auth token of your external client app in Service Cloud using REST API.
   2. Builds the case object payload with these required fields: status, type, and subject. You can optionally include the priority, origin, description, and suppliedphone fields.
   3. Uses the HTTPPost2() function to pass your payload and auth data to create the case.
   4. Outputs a message to tell the recipient that someone from support will contact them soon.
7. In Service Cloud, configure Omni-Channel to accept cases and Messaging sessions.
8. Route cases and Messaging sessions to the correct queue.
9. Add a button to the case object with these parameters.
   • Display Type: Detail Page Button
   • Behavior: Execute Javascript
   • Content Source: On-Click Javascript
10. Add the button to the case page layout.