Add link to a text message in Triggers and Notifications
When a text message is received, we want to alert agents with a message that would include a link back to the inbound text (in the text log) so they can respond from WITHIN the platform. We purposely do not include the message in the body of the alert, in order to require the agents to log in to access it (vs. just replying from their own personal cell number).
Currently a "link back" to the record is not a selectable field in either Triggers or Notifications. We can include the Caller ID, but again that enables the agent to be able to reply from their own personal device.