Ability to limit SMS channel selection when creating an outbound SMS message
When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.
In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.
It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.
Hong
shared this idea
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Tyler
commented
+1
This should include a bulk tool or templates to manage permissions for multiple users and/or rolls across multiple channels. Basically do the opposite of the how the NICE DFO permissions are currently managed .
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Malcolm
commented
We also need the same functionality for email. This is a must-have, as restricting access to inbound also needs to be applied to the same audience for manual outbound messaging.