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ReportHi guys,
So I have been working on a Customer Insights real time journey.
This journey...
- Triggers off the creation of a record in a custom entity (this record also has lookups to out of the box contact and appointment entities as the SMS will be in relation to an appointment for a specific person)
- Sends an SMS and waits for a certain number of days for a response
- When a response is received - it checks against SMS keywords for a "valid" response and writes a "response" record back to another entity in CRM. This response entity record has a lookup back to the original custom entity record that kicked the journey off and an indicator as to whether or not the response received was valid.
This works fine but an extra requirement has now emerged whereby the business want the full SMS reply text logged in CRM and linked to the original record that ,kicked off the journey.
Unless I'm completely missing something, this doesn't seem to be achievable within the journey itself, as thw full SMS text is not exposed within the journey.
One alternative approach that I investigated was to write a Power Automate flow that triggers off the SMS Reply received action (this triggers only when replies are received to SMS messages that were sent from within a journey).
Using this flow - I can get at the full text of the reply SMS and determine who the contact is - but there doesn't seem to be any other identifier that I can use to link this reply back to the specific custom entity record that triggered the sending of the SMS in the first place.
There can and will be multiple records for each contact/appointment pair in the custom entity so I will have no way of linking each specific responae back to the correct record.
I'm new to customer insights so maybe I am missing a way of achieving this.
Wondering of anybody on here has any suggestions?
Thank you in advance.
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