SMS for Amazon Connect using Dextr BYOC
Dextr has a “bring your own channel” option that enables you to setup SMS for your call center. In the tutorial video below, we are going to setup a Twilio number to route incoming text to customer service queues in the call center. You will need to have a Twilio account. In the account you will select an SMS enabled number, create an API Key to obtain a SID and Secret along with your Twilio account SID. You can configure the SMS number to ring directly to a customer service queue, or you can use keywords to enable one number to route text messages to multiple queues. The video details the actual configuration used to setup the webhook and routing options.