Text Message Routing for Agent Notifications

Provide your agents with the ability to respond to incoming text messages immediately. Our text routing feature makes it easy to notify agents in real-time of incoming text messages (directly within their softphone). 


Here’s what you’ll need:

  • A tracking number that is eligible to receive text messages
  • Queue with agents assigned, who will receive the texts (you may use the same queue you are using for phone calls)
  • A chat user license assigned to each agent in the above queue who will receive text notifications

To get started:

Go to Numbers > Tracking Numbers

Then, in the Text Routing section take the following steps

  1. Toggle on Text Messaging Enabled.
  2. In the How would you like to route your texts drop-down list, choose how you want to route your texts.
    • Screenshot 2024-03-07 at 12.08.14 PM.png
  3. Depending on your routing option, there will be another drop-down list to select from. In this example, if you choose Queue, select the specific queue in the next drop-down list.
    • Screenshot 2024-03-07 at 12.10.38 PM.png
  4. If you're routing to a queue or an agent, please make sure the Notify Available Agents checkbox is checked. 


NOTE: Max hold time is 500 seconds, once this time has elapsed without any interaction the text message will be automatically closed. The seconds to answer is 500, each agent will have this amount of time to respond to the text message.

Here’s what an incoming text message will look like for an agent. Notice the prompt at the bottom of the softphone. Agents will also hear an audio cue.



Once the text message is answered, agents will be able to communicate directly from the softphone with the customer.


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