Sunset Learning Turns 30! Discover our story, exclusives, and celebrations →
→
Build Your First SMS Automation Flow in Webex Connect
By Jed Demeule | 70 Min Video
Discover how simple SMS automation can improve your customer journey. In this video, Jed Demeule shows how to use Webex Connect to identify high-impact opportunities, validate value, and quickly implement solutions like automated SMS reminders.
Through a real-world demo of how Sunset Learning uses SMS flows, you’ll see how to:
- Build a basic SMS flow in Webex Connect
- Trigger messages using an API or event
- Personalize messages with real customer data
- Schedule, test, and launch your workflow
You’ll walk away with a practical framework and the confidence to start implementing effective, automated reminders right away.
For additional information on how Sunset Learning uses a proactive customer journey, check out this blog.
Watch more videos like this on our YouTube Channel.
Key Insights:
- WebEx Connect is a versatile communication platform used for creating automated workflows, including proactive customer journeys that can reduce inbound support calls.
- The Proactive Journey capability within WebEx Connect enables organizations to send automated notifications before customers need to contact support, deflecting 20-30% of incoming calls, which reduces operational costs and improves customer experience.
- WebEx Connect can be deployed as:
- A standalone product.
- Part of WebEx Contact Center (where proactive journey is included but often underutilized).
- Use cases for proactive messaging include:
- Appointment reminders (e.g., hospitals sending pre-appointment instructions).
- School closure notifications (e.g., snow day alerts).
- Transaction receipts (e.g., bank transfers).
- Messaging can be delivered through multiple channels, including SMS, email, WhatsApp, Facebook Messenger, Apple Business Chat, Google Business Chat, and in-app messaging. The preferred channel varies by region: SMS and email dominate North America, while WhatsApp is popular in EMEA.
FAQs About SMS Automation Flows in Webex Connect
Can local carriers be used internationally?
Yes, but it requires provisioning local numbers and working with WebEx Connect and carriers.
Are there rules for SMS message content?
Absolutely. Opt-out options, brand identification, and compliance vary by country.
Where does the sender number come from?
From provisioned SMS numbers within WebEx Connect.
How to troubleshoot carrier rejections?
Carrier responses are often opaque. Direct communication with carriers or WebEx Connect support is necessary.
Instructor Bio:
Jed Demeule is an experienced technical instructor specializing in contact center technologies, cloud platforms, and emerging AI-driven solutions. He delivers engaging, hands-on training that helps engineers and IT professionals translate complex concepts into real-world implementation.