This idea has been merged into another idea. To comment or vote on this idea, please visit CUSTCOM-I-1948 Shared SMS were multiple users can receive and send SMS on specific number.
What's the issue:
Our customers are sending messages to our company number, I would like our agents to use the company main number to receive and send SMS. Currently there is no option to share a company mailbox with our agents which is really a tragedy. I have seen this option in competitors like dialpad.
To receive SMS the only thing I have found is to set the operator to call queue and set up a email notification. There is no way to reply to SMS using this method. Further, there are no SMS threads, so the continuum is broken. Agents don't know where the communication was left.
What's the request:
The feature request is to created a shared SMS mailbox which we can set authorized users. The authorized users can then send and receive SMS using company main or call queue numbers .