You have setup SMS Integration as per the guidelines but you still does not see the option to reply via SMS in a ticket.
Reproducing the Issue
- Go to Service work center;
- Go to Tickets view;
- Open Ticket ID XYZ (XYZ represents the ID of the Ticket);
- Go to the Interactions tab;
- On Reply, you don't have the option to add SMS, even though mobile number is maintained for the Customer.
The ticket is created for an Account. Currently, SAP Hybris Cloud for Customer SMS integration is designed only for Individual Customers.
Tickets created for Individual Customers have the SMS option enabled.
KBA , LOD-CRM-EMP , Employee , How To