This article explains SMS queueing and how to set it up.
This article assumes you already know how to configure call queues and agents. For a guide on this, see here.
It also assumed you understand how to send and read SMS messages within the platform, you can see a guide on this here:
What is SMS queueing?
SMS queuing allows you to forward an SMS number to queue.
The queue will have an initiation keyword that must be used for the SMS to be entered into the queue, for example, someone may send a text message "HELP" to a number, and if that is the keyword it will take the message in.
Upon receiving a message, the queue will dispatch the message to an agent in the queue based on it's distribution type.
How does Message Dispatching Work?
Any agents in the queue will receive a "Queue Session Invite" that looks like the below.
Once an agent accepts the message, they will enter into an SMS message session. They can end the session by clicking the "End" button.
Configuring the Queue.
Before starting, create a new queue with the settings you require for dispatching.
Make sure you set the "Max SMS Sessions" figure on an agent to greater than 0, otherwise the feature will not work.
- Edit the queue you want to setup SMS on, and navigate to the SMS
- Set "Enable SMS" to "Yes".
From here you can configure what settings and keywords are required.
- Initiation Keyword - This is the keyword that an end user must send in a text message to be entered into the queue
IMPORTANT - ONLY the initiation keyword is accepted by the queue.
For example, if your keyword is HELP, then an SMS with "HELP" will enter the queue. An SMS with "HELP I need help with an issue" will not enter the queue.
- Initiation Message - This is an automated message that gets sent to the end user upon successfully entering the queue.
- Initiation Needed Message - This is an automated message sent to an end user if they send an incorrect initiation keyword.
- Termination Keyword - This is a keyword an end user can send to signal the system to end the conversation
NOTE - An agent can still end the conversation manually
- Termination Message - This is the message sent to the end user when the conversation is ended.
When ready, click Save.
Configuring The Number
Once your queue is setup you need to make sure the SMS number is pointed at the queue.
- Click "Inventory"
- Click "SMS Numbers".
- Click the number you want to configure.
- Set the treatment to "Call Queue", and "Call Queue" to the extension of the queue you just configured.
- Click "Save"