Text Routing

There are various ways to route your calls within the Tracking Number configuration page. To change how your texts will route, navigate to Numbers > Tracking Numbers and click on Edit next to the Tracking Number you want to update. Scroll down to the Text Routing section and choose one of the following from the How would you like to route your texts drop-down list: 

Available in Marketing Lite, Marketing Pro, Sales Engage, Enterprise, Performance, Growth, and Connect plans:

• Phone Number - Route texts to a Receiving Number.
• Agent - Route texts to an Agent. In the Text Routing section of the Tracking Number (Numbers > Tracking Numbers > Edit on Tracking Number > Text Message section), if the Notify Available Agents toggle is turned on, the text will turn into a chat, and each user will need a chat license to receive an inbound message notification.
• Log Only - log texts in the Text Log. 

Available in Marketing Pro, Sales Engage, Enterprise, Growth, and Connect plans:

• Smart Router - Route texts via Smart Router.

Available in Sales Engage, Enterprise, Growth, and Connect plans:

• Queue - Route texts to a Call Queue. If the Notify Available Agents box is checked, each user will need a chat license to receive an inbound message notification.
• Chat Widget  - Route texts to a Chat Widget. 

Available in Sales Engage, Enterprise, and Connect plans:

• Dialogflow Agent - Route texts to a Dialogflow agent.