Sonar offers an SMS queue option, so your clients have the option of calling or texting a call queue.Â
SMS Call Queue NotesÂ
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Application-to-Person (A2P) SMS Requires 10DLCÂ
10DLC stands for 10 Digit Long Code, which is a channel created by mobile carriers for business-to-consumer SMS use cases. Learn how 10DLC ensures compliance, improves deliverability, and builds trust with customers, all while being a cost-effective and versatile solution.
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How To Configure SMS For Call QueuesÂ
You must be Manage Organization or Manage Call Center to access SMS queue configuration options.Â
- Navigate to the Call Queue tab.
- Click the pencil icon to edit the call queue you want to configure SMS with.
- Within the pop-up menu, click the SMS sub-tab.Â
- Toggle the SMS Enabled to "Yes." From here, you can set the SMS queue options.
- Click Save.
- In the main list, click the agent icon for the call queue you just configured.
- Find the agents you want to receive SMS queue messages,
- Click the pencil icon next to each name, and,Â
- set the Max SMS Session between 1 and 5. Â
- Click Save Agent for each user.
Pro Tips for Managing SMS Call Queues!Â
- If agents are using a Chrome browser (which is recommended), they can turn on Chrome notifications for a pop-up.Â
- You can use the mobile app for SMS.Â
- MMS messages can only be best to a single number, not a group.
- Check out SMS through Sonar for information on sending, receiving, and viewing SMS (and MMS) messages.Â
- Hover over the information icon for a description!
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