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- From the Admin Portal, navigate to Configuration > Queues > Manage SMS.
- Click Edit, located to the right of the SMS number you wish to edit.
- The Edit SMS dialog box opens. Check the Accept SMS message into queue if it is closed or unattended checkbox. If you do not wish to send an auto reply message from a closed or unattended queue, proceed to step 5. To send an auto reply message to the client from both a closed and unattended queue, skip to Send an Auto Reply Message from both Closed and Unattended Queues.
- Leave both Auto Reply checkboxes unchecked and text fields blank.
- Click OK to close the Edit SMS dialog box.
- Messages will enter the closed and unattended queues, but no auto reply messages will be sent to the sender of the message.
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Auto Reply
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Messages from both Closed and Unattended Queues
To send an auto reply message to a client whose message is sent into the closed queue and/or unattended queue:
- Check the Reply when queue is closed checkbox.
- In the text field, type the message that will be sent to the client (e.g. This queue is currently closed. Your message has been received and saved in the queue, and an agent will reply to you during regular business hours).
- Check the Reply when queue is unattended checkbox.
- In the text field, type the message that will be sent to the client (e.g. This queue is currently unattended. Your message has been received and saved in the queue, and the first available agent will reply to you once the queue is attended again).
- Click Ok to close the Edit SMS dialog box.
- Auto reply messages will be sent from both closed and unattended queues.
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Auto Reply
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Messages from Closed Queues Only
If you wish to only send auto reply messages from a closed queue:
- Check the Auto reply for closed queue message checkbox and type an auto reply message in the accompanying text field.
- Leave the Auto reply for unattended queue messages checkbox unchecked and the accompanying text box blank.
- Click OK.
- Auto reply messages will only be sent for closed queues.
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Auto Reply
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Messages from Unattended Queues Only
If you wish to only send auto reply messages from an unattended queue:
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