---
schema_version: "1"
id: 60750a97754b0f138647adb854d2de89846529579c41ada9cae16f1dd47c9d60
title: Connect Customers to Support from an Outbound Text Campaign
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/mktg/264-0-0/mc_moc_switch_to_live_support.md
canonical_url: https://help.salesforce.com/s/articleView?id=mktg.mc_moc_switch_to_live_support.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 831e592f202854fcd1cd2eb66c75a616a02125c5084e243e95bd412eb37144fb
description: If a customer sends you a text message that doesn't contain any recognized keywords, you can use MobileConnect to connect the customer to a live support agent. In this scenario, the customer first receives an automated response. When a support agent becomes available, the agent responds to the customer's question via text message.
products:
  - Marketing
  - Marketing Cloud Engagement
release: "264"
---
# Connect Customers to Support from an Outbound Text Campaign

If a customer sends you a text message that doesn't contain any recognized keywords, you can use MobileConnect to connect the customer to a live support agent. In this scenario, the customer first receives an automated response. When a support agent becomes available, the agent responds to the customer's question via text message.

This integration requires a Marketing Cloud Engagement org with MobileConnect and a private short or long code. The Engagement org must connect to a Service Cloud org through external client apps. The Service Cloud org must include Omni-Channel in the Service Console and have the Messaging managed package installed and configured.

Recipients see two message threads: one from the MobileConnect short or long code and one from the Service Cloud support agent code.

1. In Service Cloud, [create an external client app](https://help.salesforce.com/s/articleView?id=xcloud.create_a_local_external_client_app.htm&language=en_US). When you choose an OAuth scope to apply to the external client app, select **Perform requests on your behalf at any time (refresh\_token, offline\_access)**. When you configure the ID token, set the token to remain valid for one hour.
2. In Marketing Cloud Engagement Contact Builder, create a data extension named sfToken to store tokens for reuse.
3. In the data extension, create three fields with the properties shown in this table.
    
       
    | Name | Data Type | Length | Other Properties |
    | --- | --- | --- | --- |
    | token | Text | 150 | — |
    | retrieve | Boolean | N/A | Set the default value to True. |
    | issued\_at | Text | 13 | Configure the field to be nullable. |
4. In Engagement MobileConnect, select the MID that contains the code to listen on.
5. On the Administration screen, select the code and click **Edit Error Messages**.
6. For the unrecognized keyword response error message, add AMPscript that:
    1. Requests an auth token of your external client app in Service Cloud using REST API.
    2. Builds the case object payload with these required fields: `status`, `type`, and `subject`. You can optionally include the `priority`, `origin`, `description`, and `suppliedphone` fields.
    3. Uses the [HTTPPost2()](https://developer.salesforce.com/docs/marketing/marketing-cloud-ampscript/references/mc-ampscript-http/mc-ampscript-reference-http-post2.html) function to pass your payload and auth data to create the case.
    4. Outputs a message to tell the recipient that someone from support will contact them soon.
7. In Service Cloud, configure Omni-Channel to accept cases and Messaging sessions.
8. Route cases and Messaging sessions to the correct queue.
9. Add a button to the case object with these parameters.
    - **Display Type**: Detail Page Button
    - **Behavior**: Execute Javascript
    - **Content Source**: On-Click Javascript
10. Add the button to the case page layout.

#### See Also

- [Set up Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_intro.htm&language=en_US)
- [Set up Messaging](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&language=en_US)
- [OAuth Authentication Flow](https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_oauth_and_connected_apps.htm)
- [REST API Case Object Resources](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_case.htm)