Interaction Connect Inbound SMS Text Messages

ACD-routed SMS text messages can appear in Interaction Connect as chats. Your CIC administrator controls the routing of inbound SMS text messages. CIC can route SMS text messages as Chats, to a handler, or as a generic object to a queue.

Requirements: Your CIC administrator must configure the Short Message Service (SMS) feature in Interaction Administrator before it is available in the CIC client. Your CIC administrator must also enable the Short Message Service plug-in for you. Your Phone Number Classification Access Control rights determine whether you can send a text message to specific classes of phone numbers (for example, Local, Long Distance or International).

When CIC routes SMS text messages as Chats, you interact with them exactly as you would any other Chat. All the features available when handling a Chat are available to you when handling these SMS text messages. You can invite other CIC users to join the text message conversation, use Response Management to look up answers to frequently asked questions, add notes or codes, and more.

You work with SMS text messages in the Current Interaction view.