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1. The customer sends an SMS to a registered SMS number.
   
   Note: Each  Each registered SMS number is assigned to a specific queue.
    
2. The SMS is sent to the assigned queue.
   
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3. The first available agent receives the SMS through the CCA.
4. The initial SMS appears in two locations:
   1. The Inquiry field, located in the header of the chat window; this nature of inquiry field is used for reference purposes for the chat session, and
      
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   2. The Greeting of the initiated chat.
      
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5. The SMS number of the customer appears to the left of the chat bubble.
   
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6. Once the SMS is received by the Agent, the agent responds in the same manner as he/she would to a regular chat.

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