Depending on the disposition an Agent selects at the end of a call, I’d like the customer to be able to get an automated SMS - is there a way to do this with Bright Pattern?
yes, this can be done with a workflow
The trigger on workflow is service, and disposition
From within the workflow, use the “Send Message +” block to send your SMS
For a full list of all workflow variables available, please see our documentation at https://help.brightpattern.com/5.3:Workflow-builder-reference-guide/Variables