You can prohibit SMS messages from entering closed or unattended queues. These messages will be logged into the Interactive Chat History, but no one will respond to these messages. To prohibit SMS messages from entering a closed or unattended queue leave the Allow SMS message into queue if it closed or unattended checkbox unchecked.
To send an auto reply message to a client whose message is not sent into the closed and/or unattended queue:
- Check the Auto reply for closed queue message checkbox.
- In the text field, type the message that will be sent to the client (e.g. This queue is closed. Please resend your message between our regular business hours - 9:00 AM and 5:00 PM.
- Check Auto reply for unattended queue message checkbox.
- In the text field, type the message that will be sent to the client (e.g. This queue is currently unattended. Please try resending your message again later).
- Click OK.
- Auto reply messages will be sent for both closed and unattended queues.
To send an auto reply message from a closed queue only:
- Check the Auto reply for closed queue messages 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.
To send an auto reply message from an unattended queue only:
- Check the Auto reply for unattended queue messages checkbox and type an auto reply message in the accompanying text field.
- Leave the Auto reply for closed queue messages checkbox unchecked and the accompanying text box blank.
- Click OK.
- Auto reply messages will only be sent for unattended queues.
For further information on SMS to Chat into Closed or Unattended Queues see Related Articles below.
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