Product manager trying to understand the architectural flow of a tool I’d like to build.
Q: If a bot is integrated with a business’s Twilio account, would I use Twilio’s programmable SMS function to proactively initiate a conversation between a new client and my bot or use a custom action?
A little background: I want to welcome a new client to my business. The back-end that will send my Bot data via an api is integrated with a CRM tool through the CRM’s API. I see that a new client has been entered in the CRM through the CRM’s webhook api and I save this to our db and can now send it anywhere. I want the bot to text this new client to welcome them and I will create stories to answer FAQ’s, and run a number of other stories with custom actions. Do we do the proactive reach-out through rasa using a put to conversations (I don’t know why I think this is possible but maybe I miss something) or through the twilio API as a new conversation? Then the bot would essentially take over because it is listening to this channel in Twilio?
I’m struggling with thinking this through, thanks for any help!