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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.
CallPotential allows you to send and receive text messages to your Leads and Customers. The purpose of this guide is to explain how to manage settings related to text routing and auto-replies.
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 the Web Client as an Administrator to edit text messaging settings.
Access
(A) Settings - Click to access all your available administrative settings.
(B) Text Messaging - Click to access the Text Messaging settings page. Note: Text Messaging first needs to be enabled on your account by a CallPotential representative in order for this to be accessible.
Text Routing - Note: Edits will only apply to new conversations. Existing text message conversations will continue to present to the message owner. Ownership is dependent on who originally accepted the inbound text message.
Note: While multiple text messaging queues can exist, only one queue can be selected at any given time as the active queue for two-way text messaging.
(C) Contact Center Only (default) - This indicates new inbound text messages will be sent to all available Agents assigned to the text messaging queue. Note: This will automatically be selected and cannot be unchecked. There is nothing that needs to be done here.
(D) Use this contact center queue for text messaging - Click to select a queue from the list of text messaging queues which can be assigned to accept inbound text messages. Click here for more information on configuring text messaging queues. Note: Save will become enabled once a queue is selected.
Auto-Replies - Note: If both replies are enabled, the New Conversation Instant Auto-Reply will be sent first.
New Conversation Instant Auto-Reply - This message is automatically sent after the first inbound message of the conversation is received. Note: This auto-reply is sent in all cases, whether Agents are online or not.
(E) Variables dropdown - If you’d like to include variables in your reply, click to access your list of available custom variables. The selected variable will appear in the (F) message window where the cursor is located. Note: Using custom variables is not required.
(F) Message window - Click to edit the default message. The system allows for the manual entry of variables. To disable the New Conversation Instant Auto-Reply, delete the content within this window.
Unavailable Auto-Reply - This message is automatically sent if all Agents who are assigned to the text messaging queue are offline. Note: This is not dependent by your Contact Center hours.
(G) Variables dropdown - If you’d like to include variables in your reply, click to access your list of available custom variables. The selected variable will appear in the (H) message window where the cursor is located. Note: Using custom variables is not required.
(H) Message window - Click to edit the default message. The system allows for manual entry of variables. To disable the Unavailable Auto-Reply, delete the content within this window.
Save
(I) Save - Click to apply edits.
