Inbound SMS to chat Chat allows you to publish an SMS enabled number to which you can send text messages. This is done by mapping SMS enabled numbers to chat queues so that any text messages sent appears in the CCA in the same manner as a regular chat appears. The customer’s mobile number from which the text message is sent is displayed on the CCA for the agent to see; this number is displayed on the agent’s CCA as are all text messages sent by the customer. Agents can read and reply to these text messages in the exact same manner as they interact with customers via chat.
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The following must be completed for Inbound SMS to chat Chat to work:
- Setup an SMS chat account (see Setup an SMS Chat Account using Twilio)
- Update SMS chat settings and Synchronize phone numbers (see Twilio Settings)
- Manage SMS numbers (see Manage SMS).
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