Creating an SMS Dispatch Mapping

To receive text messages in the Agent Toolbar, you must have a dispatch mapping for an SMS-enabled Twilio number. Before you create an SMS dispatch mapping, ensure that you have created an SMS flow to direct interactions to. The SMS Flow tutorial provides steps for creating this flow from beginning to end.

Creating an SMS Dispatch Mapping in CxEngage

1. Go to Flows > Dispatch Mappings.
2. Click Create.
3. Enter these dispatch mapping details:
   • Name: Enter a name of your choice for your dispatch mapping. For example, SMS Dispatch Mapping
   • Description: Optionally, enter a description for the dispatch mapping
   • Interaction Type: Select SMS.
   • Mapping: Select Contact Point.
   • Dispatch to flow: Select your SMS flow.
4. Click Submit.