Create an SMS queue
Administrators can create SMS queues which allow agents to select a template to apply to an outbound SMS message and to save draft SMS messages.
Before creating an SMS queue administrators need to:
- Create SMS templates (referred to as text blocks)
- Create agent groups – this is only required if you want to assign the queue to a specific agent group
Watch this video on how to create an SMS queue:
Create an SMS queue:
- Click SMS > SMS Queues on the menu bar
- To add a new queue click Add and the SMS Queue page will be displayed
- Enter the mandatory name (up to 100 characters)
- The name must be unique within your company.
- Enter a brief description (up to 250 characters) if required
- Expand the Groups dropdown and select the agent group to assign to this SMS queue
- Expand the SMS Templates dropdown and select the templates that may be applied to outbound SMS messages
- Multiple templates can be assigned but you must select at least 1
- Click Add
- The SMS Queue will be created
Definitions
- Name: The name of the SMS queue.
- Description: A brief description of the SMS queue.
- Groups: The agent group(s) assigned to this SMS queue.
- SMS Templates: The pre-defined blocks of response text that may be applied to outbound SMS messages from this queue. Multiple templates can be assigned per SMS queue.