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SMS overview

SMS is one of the supported ways agents can contact customers. Agents are able to send outbound SMS messages either whilst handling a call or at any other time.

How is SMS used?

SMS can be used in a number of ways. For example:

  • Send a message to confirm appointment details
  • Provide automatic reminders for contract renewals
  • Send short, information messages about new products and services

Using SMS

Agents can actively work on an SMS message when handling calls and at any other point of their work. If needed agents can temporarily “park” a message they are working on which allows them to save a draft of the SMS message to their inbox. This might be useful if an agent is switching between items and wants to handle the message at a more convenient time.

If an agent is interrupted by a call whilst handling an SMS message, the message will be parked automatically. This means it will be drafted (deactivated) and left in their inbox ready to be activated again later. After the call is completed, the interrupted SMS message resumes automatically.

Agents can contact customers by looking up the customer’s record and sending either an SMS message, email or initiating a call.

Configuring SMS

Agents will only be able to send SMS messages if an SMS queue has been set up. 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:

Note: Once the templates, From address and groups, have been configured follow the instructions in Create an SMS queue to set up an SMS queue.