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This is part of the two-way texting feature. To enable this on your account, please contact your Customer Service representative.
The purpose of this guide is to explain how to create and assign Agents to queues that can handle two-way text messaging. Once a text messaging-enabled queue has been created, it will be available to be configured with auto-replies and assigned to locations and the Contact Center.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into CallPotential's web version as an Administrator to access the Settings icon and create a text message queue.
If your organization does not subscribe to CallPotential's DIY Contact Center, this will not apply to you.
Access
(A) Settings - Click to access all your available administrative settings.
(B) Contact Center Configuration - Click to access all the available DIY Contact Center settings.
(C) Queues - The Configure Contact Center will open by default. Click to access your Queue list. Here you will be able to create new or edit existing call and text messaging queues.
Create a New Text Queue
(D) New Queue - Click to begin creating your new text messaging queue.
(E) Text Messaging - Upon clicking New Queue, the default setting will be to create a new call queue. Click to begin creating a new text messaging queue. Note: While multiple text messaging queues can be created, only one queue can be selected at any given time as the active queue for two-way text messaging.
(F) Name the Queue - Enter the name for the new text messaging queue. Make it clear enough so you can recognize it as a texting queue when you assign Agents to it.
(G) Assign Agents - Click to open your list of Agents that can be assigned to the text messaging queue.
(H) Search - If you know the Agent(s) you want to assign to the queue and the list is long, you can enter their name(s) here. The list will dynamically update as you type their name.
(I) Select All - Click if you want to assign all your available Agents to this text messaging queue.
(J) Select Agent(s) - You can select 1 or multiple Agents by clicking the checkbox next to the name(s). Note: Agents added to the text messaging queue will be assigned to all locations since text messaging queues are applied to all locations.
(K) Save - Click to create the queue. Once it has been created, click here to learn how to configure and assign it. Note: Once the queue has been saved, it cannot be changed from a text to a call queue.
