An example of a Receive Action for message boxes
The creation of a message box script is explained in more detail using a simple example:
To do this, we assume that you want to forward all messages in a message box that contain the text "Profi" to a team called Profi-Hotline. The tickets should have a target time of 5 minutes for completion. All other tickets should have a target time of 30 minutes.
The result can look like this:
var coretext=sms.getSmsText();
if (coretext.contains("Profi")) {
helper.routeToGroupbyName("Profi-Hotline");
helper.setSecondsForScheduledEndDate(60*5);
} else {
helper.setSecondsForScheduledEndDate(60*30);
}
if (coretext.contains("Profi")) {
helper.routeToGroupbyName("Profi-Hotline");
helper.setSecondsForScheduledEndDate(60*5);
} else {
helper.setSecondsForScheduledEndDate(60*30);
}
The possibilities for configuring a message box input are almost limitless, so you can, for example:
- Forward messages depending on the language recognized
- Forward messages to teams as tickets depending on the time of day
- Forward messages to teams based on keywords and have them processed
- Block certain phone numbers or change the description of the ticket