You can set up a reply back workflow on receiving appointment confirmation/cancellation reply.
Reply back workflow
- Create a template called "Reply to Y" - this will be the automated response sent to a recipient who replies to your initial message with “Y".
- Save your template.
- In the top-navigation bar, hover over the Customization tab.
- Hover over Workflow and then Workflows.
- Click on New.
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Configure the workflow settings:
- NAME: Give the workflow a name.
- ID: Create a workflow ID beginning with "_"
- RECORD TYPE: Sinch SMS Reply
- RELEASE STATUS: Released
- INITIATION: Select EVENT BASED
- EVENT DEFINITION: Check ON CREATE
- TRIGGER TYPE: After Record Submit
- EVENT TYPES: Create
- CONTEXTS: Suitelet and User Event Script
- Click Save to create the workflow - You'll be shown a workflow with a single state.
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Double click on the state to open it for editing.
- In the Workflow State pop-up, click New Action to open the New Action popup.
- In the New Action pop-up, click Create Record.
- In the next screen, hover over the Condition field to reveal an open icon, then click the icon to open the field inspector.
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In the field inspector, set the relevant values as shown below and click Save.
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The Condition field should now be showing "Reply Message = Y”.
- Click Save to save the condition.
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On the Workflow Action page, at the bottom, find the Record Type field. Select the record you want to create when the Reply Message is “Y”. In this case we will select “MM SMS Workflow Job” and set fields as shown below.
Entity ID: Formula {custrecord_mmsdf_reply_smsreceiptid.custrecord_mmsdf_sms_receipt_recpnt_id.id}
Entity Type: Formula {custrecord_mmsdf_reply_smsreceiptid.custrecord_mmsdf_sms_receipt_rectype}
Record ID: Formula {custrecord_mmsdf_reply_smsreceiptid.custrecord_mmsdf_sms_receipt_recpnt_id.id}
Record Type: Formula {custrecord_mmsdf_reply_smsreceiptid.custrecord_mmsdf_sms_receipt_rectype}
Template: Selection (choose the template you chose before)
(Optional) Specify Sender ID and Entity Phone fields (refer to Advanced Workflow Configuration section)
When you've finished setting the parameters, click Save.
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This workflow will now send a message containing the content of the "Reply to Y" SMS Template whenever an inbound reply says “Y”.
You’ll have to set up WorkFlow Actions for each different condition e.g. cancellation.