Set Up an SMS Conversation in Unified Messaging

When you set up Conversational SMS, recipients can reply to your marketing and service messages. Then, you can route those replies to people or bots that can address them. To set up a conversation, enable settings and create a flow.

1. From Service Cloud, set up the bot or agent that you want to handle the conversation.
   See Create a Bot in Your Commerce Store or Set Up Agents.
2. Create a flow, and configure how you want the bot or agent to direct messages.
   See Route to an Enhanced Bot or Prepare to Route to an Agent.
3. Activate message routing in SMS settings.
   1. From Setup, in the Quick Find box, enter SMS, and then select SMS Codes.
   2. Select the code that you want to use for your conversations, and make sure that its consent requirements match your segment.
      See Manage SMS Consent in Unified Messaging.
   3. From the sender code's Details tab, find the Capabilities section, and activate Send and Receive Messages via Flow and Access to Agent and Bot Conversational Support.
4. In Data 360, create a segment to target with conversational messaging.
   See Create a Segment.
5. In your flow, add two elements that monitor and route responses.
   1. Add a Wait Until Event element.
   2. In the Flow Action to Monitor field, select the original marketing or service SMS message.
   3. Set the Content to Interaction field to Responded to Message.
   4. Add a Forward Message to Bot or Agent element.
   5. Configure the element to route messages to the correct place.
6. Update the flow with other elements or settings that you want, and then activate the flow.