Understand SMS is only supported in Contact based workflows today; need to have same suppported within a Ticket based workflow.
Have had to implement a direct custom code integration with Twilio in order to get SMS communication within a ticket workflow for using SMS as a channel for servicing our clients. Using Contact workflow would have required duplicating a large number of properties in order to have all the information required when communicating with the client. Doing direct integration has the downside that our broader team is not able to update / adjust actual messages without going into custom code and making the updates. Also limits our use of the tool.
Anything you can do to implement the existing SMS communication functionality across all workflow models, greatly appreciated.