SMS
Use the Contivio SMS feature to send to customers or prospects a brief message. Or, receive inbound messages to a Queue and route to a user.
Note that your contact center must be configured for SMS in order to use this feature. If you are unsure if you have SMS configured, contact your administrator.
Note that your contact center must be configured for SMS in order to use this feature. If you are unsure if you have SMS configured, contact your administrator.
Send a text message
To send a text message you can:
- Click the ‘Messages’ icon from Side Bar.
- Click the ‘SMS’ icon from the Messages ribbon.
- Enter the full 10-digit phone number in the ‘Send SMS’ form.
- Type your text in the form and click the ‘Send’ icon. Hitting ‘Enter’ does NOT send your text.
Note:
Similar to how voice requires a VoIP provider, SMS requires a service provider which must be setup in Contivio by your Administrator. The SMS gateway or service provider must provide bi-directional email-to-SMS traffic as all text messages are delivered via email.
Receive a reply text message
To receive a reply from a text message you sent, you can:
- Click the ‘End’ icon after sending the text message from the Media Heartbeat.
Warning:
You can’t receive a reply message if you remain in an active session from your sent message (i.e., you need to end the send message session from the Media Heartbeat before you can receive a reply).
Warning:
Only one (1) person can be assigned to a Queue with SMS for inbound and outbound messaging to work according to standard SMS. Otherwise, if multiple users are assigned to a Queue with SMS, the reply message may go to another available user. That user would not have the SMS history to reply.