Check Google RBM Capability in a Guided Workflow
Updated
Google RBM enables businesses to send messages to customers. However, not all phone numbers are eligible to receive RBM communication. If a Guided Workflow, bot, or agent attempts to send a message to a non‑RBM number, the message may fail. The Check Google RBM Capability action prevents these failures by validating phone numbers before they are used for publishing. This ensures that only RBM‑capable recipients are targeted, reducing failed send attempts and improving agent efficiency.
How it Works
The Check Google RBM Capability action validates phone numbers against Google’s RBM Capability Check service before they are used in communication. Admins can provide one or more phone numbers as input to this action. The capability check evaluates each number and returns a single output list:
eligibleNumbers: Phone numbers that support Google RBM.
This output variable can then be used in subsequent workflow steps to:
Route the workflow based on RBM eligibility.
Update case or profile fields.
Trigger additional actions.
Prevent downstream attempts to send RBM messages to unsupported numbers.
Avoid message publishing failures by ensuring only RBM-eligible numbers are used for communication.
Add the Check Google RBM Capability Action
To add the Check Google RBM Capability action, follow these steps:
1. Create or edit a Guided Workflow. For steps, see Create a Guided Workflow.
2. On the Guided Workflow canvas, click Add Element (+).
3. Search for and select Execute Action node.
4. On the Execute Action window, enter a name for the action.
5. From the Action dropdown, select Check Google RBM Capability.
6. Configure the following fields.
Field | Description |
Phone Numbers List | You can pass one or multiple phone numbers as input to this action node. Phone numbers must be provided as a JSON array in international format (including country code). Examples:
|
Account | Select the Google RBM account to use for the capability check. |
Output Variable | Returns the list of phone numbers that are eligible for Google RBM. Example: If the input is: ["+919999999999", "+918888888888"] In this: +919999999999 - is eligible +918888888888 - is not eligible
The action might return: ["+919999999999"]
The workflow can then use these outputs to determine the next step in the customer journey and ensure that Google RBM messages are sent only to supported recipients, helping avoid publishing failures. |
Exception Variable | Captures errors or exceptions (e.g., API timeout, invalid input format) encountered during the capability check. Use this variable to define fallback behavior in the workflow. |
7. Click Save and Deploy.
Agent Experience
When the Care Console reply box loads for a Google RBM account, the capability check automatically validates all candidate numbers. Only RBM‑eligible numbers are returned and shown as selectable in the TO field.
