SMS & Text Messaging

Engage your clients over text in two ways: an SMS queue that routes inbound texts to your call-center agents, or per-user SMS for inbound and outbound texting by individuals.

Before You Start: Campaign Registration

SMS Queues

Let clients text your business and have agents answer:

1. Log in to your Portal for Managers.
2. Verify you have an available number under Inventory → SMS Numbers.
3. Click Call Queues → Add Call Queue.
4. Build the queue as usual — name, extension, agent-routing type — and in the Direct Phone Number(s) drop-down select your available SMS number.
5. Click the SMS tab, Enable SMS, and customize how messages come into the queue.
6. Click Add to complete the queue.

Add agents to the SMS queue

1. Find the queue and click the 0(0) link in the "Agents (Available)" column.
2. Click Add Agent and set the options — the same options as a voice queue (status, wrap-up time, max simultaneous calls…), plus Max SMS Sessions: how many SMS conversations an agent can handle at once.
3. Click Save Agent.

Full option descriptions are in Call Queues → Adding Agents.

SMS for Individual Users

1. In the Portal for Managers select Inventory → SMS Numbers.
2. Click the available SMS number, select User from the drop-down, enter the user, and Save.

Where to Send and Reply to Texts

• Portal Messages tab — select Messages → Chat and SMS, then New Conversation and type the number.
• Web Phone — click the red button (bottom right), select New Conversation, enter the number or contact, press Enter. Conversations live in the Chat and SMS tab.
• Mobile App — open Messages, tap the new-conversation icon, and type the number or contact name.