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SmartActions (receiving photos, videos, screenshots, verifying
customers, and receiving text input) are not typically available during
an IVR call. You can use Smart Actions by prompting the consumer to
launch their app for your company. Once the app is installed and
launched, you can use these Smart Actions with a consumer during an IVR
call.
The Agent on the IVR call will need to take action to either send an SMS
that provides a link to download or a link to launch the app. You may
have an indicator in your CRM, or the Agent can ask the caller if they
already have the app installed on a device they have nearby.
If you are using multiple mobile apps, these settings are now available
inSettings>Developer Settings>Multiple Mobile Apps.
Requirements for setup
Existing iOS and or Android mobile app with the CCAI Platform SDK
integrated.
Deep links are required from your mobile development team for iOS
and Android app to open URLs (steps 4 and 6 below). Deep linking
allows for a consumer to tap on the link from their mobile device
and the device will then launch the already installed app.
Configuration
In order for agents to have an SMS to send with your app links, first the
download and launch link needs to be configured in the CCAI Platform portal. These
links will be added to the SMS messages sgents send, Agents won't need to
enter the link manually.
To configure your SMS links, follow these steps:
In the CCAI Platform portal, go toSettings>Operation Management.
Go to theEnable Send SMS to Download Apppane.
ToggleEnable Send SMS to Download Appto the on position.
Specify at least one of the following URLs:
iOS App Store URL:Insert the iOS App Store URL for your app. This
link can be provided by your mobile development team or gathered
directly from the App store.
iOS App Open URL:Insert the deep-link to your iOS app. This link
should be supplied by your mobile development team.
Google Play Store App Store URL:Insert the Google Play Store URL
for your app. This link can be provided by your mobile development team
or gathered directly from the Play Store.
Android App open URL:Insert the deep-link to your Android App. This
is supplied by your mobile development team.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eSmartActions are available during IVR calls if the customer has the company's app installed and launched on their device.\u003c/p\u003e\n"],["\u003cp\u003eAgents can send an SMS with a link to download or launch the app, and can also ask the caller if they have the app installed.\u003c/p\u003e\n"],["\u003cp\u003eConfiguration of SMS links for app downloads and launches are managed in the CCAI Platform portal under Settings > Operation Management > Enable Send SMS to Download App.\u003c/p\u003e\n"],["\u003cp\u003eSetting up SmartActions requires a pre-existing iOS or Android mobile app with the CCAI Platform SDK integrated and configured for deep linking.\u003c/p\u003e\n"],["\u003cp\u003eMultiple mobile apps' settings can be found under \u003cstrong\u003eSettings\u003c/strong\u003e > \u003cstrong\u003eDeveloper Settings\u003c/strong\u003e > \u003cstrong\u003eMultiple Mobile Apps\u003c/strong\u003e in the CCAI platform.\u003c/p\u003e\n"]]],[],null,["# App download SMS\n\nSmartActions (receiving photos, videos, screenshots, verifying\ncustomers, and receiving text input) are not typically available during\nan IVR call. You can use Smart Actions by prompting the consumer to\nlaunch their app for your company. Once the app is installed and\nlaunched, you can use these Smart Actions with a consumer during an IVR\ncall.\n\nThe Agent on the IVR call will need to take action to either send an SMS\nthat provides a link to download or a link to launch the app. You may\nhave an indicator in your CRM, or the Agent can ask the caller if they\nalready have the app installed on a device they have nearby.\n\nIf you are using multiple mobile apps, these settings are now available\nin **Settings** \\\u003e **Developer Settings** \\\u003e **Multiple Mobile Apps**.\n\nRequirements for setup\n----------------------\n\n- Existing iOS and or Android mobile app with the CCAI Platform SDK\n integrated.\n\n- Deep links are required from your mobile development team for iOS\n and Android app to open URLs (steps 4 and 6 below). Deep linking\n allows for a consumer to tap on the link from their mobile device\n and the device will then launch the already installed app.\n\nConfiguration\n-------------\n\nIn order for agents to have an SMS to send with your app links, first the\ndownload and launch link needs to be configured in the CCAI Platform portal. These\nlinks will be added to the SMS messages sgents send, Agents won't need to\nenter the link manually.\n\nTo configure your SMS links, follow these steps:\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Operation Management**.\n\n2. Go to the **Enable Send SMS to Download App** pane.\n\n3. Toggle **Enable Send SMS to Download App** to the on position.\n\n4. Specify at least one of the following URLs:\n\n - **iOS App Store URL:** Insert the iOS App Store URL for your app. This\n link can be provided by your mobile development team or gathered\n directly from the App store.\n\n - **iOS App Open URL:** Insert the deep-link to your iOS app. This link\n should be supplied by your mobile development team.\n\n - **Google Play Store App Store URL:** Insert the Google Play Store URL\n for your app. This link can be provided by your mobile development team\n or gathered directly from the Play Store.\n\n - **Android App open URL:** Insert the deep-link to your Android App. This\n is supplied by your mobile development team.\n\n5. Click **Save SMS To Download App**."]]
