Visual Text Message Notification
Jess Majeski
For text messages that come in, there's no visual notification that a new text was received. The audio alerts and email notifications help, but it would be great to have either a softphone notification or at least just a number symbol that displayed by the "Texts" tab to notify users that new texts have come in.
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Hey Jess,
Kevin from Customer Support here! Thanks for this suggestion. Just in case you weren't aware, we do have a solution leveraging our Chat functionality with a "Text Widget" that would allow you to route text messages to agents by serving them to agents in the same fashion that you would serve a chat.
Please reach out to our support team directly if you would like to know more.
This is SUPER Critical, one of the biggest challenges to using it as a TXT Platform is knowing when Texts are in
agreed!
Hi Kevin,
I appreciate that suggestion - I will definitely reach out with these questions:
Hey Jess,
While some basic documentation on Chat Widgets in general does exist, the specific usage of Chat(SMS) widgets something we would want to guide you through.
It does require a chat license but you'll find they are reasonably priced, based on seats not usage.
You would select which tracking numbers would route to the text widget. You can even create multiple widgets to route to different queues should you wish to serve texts to different subsets of agents based on the tracking number.
I can make your Customer Success manager aware of your interest and she could arrange a brief demo if you like.
That would be great, thank you so much!
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