Group Messaging

[lritpeter]

Do you guys know if 3CX supports group messaging with a shared line? IE... the client will send a job text to the main office number and we want all the project coordinators to see the text and be able to respond. In addition to the response, we would like the PC to have the ability to then include the sales rep or other external numbers into the group message.

 

[YiannisH_3CX]

Hi @lritpeter

No I am afraid that is not possible at the moment. Currently you can add everyone in a Queue and route messages to that queue. Everyone will be able to see the message unless someone takes ownership of the message.
You cannot add a new member to the queue however and be able to see the active conversation. The new member will be able to see conversation started after he joined the Queue.

We will review this and if it's feasible we will address it in an upcoming update.

 

[lritpeter]

Hi @lritpeter

No I am afraid that is not possible at the moment. Currently you can add everyone in a Queue and route messages to that queue. Everyone will be able to see the message unless someone takes ownership of the message.
You cannot add a new member to the queue however and be able to see the active conversation. The new member will be able to see conversation started after he joined the Queue.

We will review this and if it's feasible we will address it in an upcoming update.

I get the part about adding a number to the group message will not allow them to see previous messages. The client just needs the functionality to add another number to the message if an additional external tech needs to be in the loop. Again, the main focus here is being able to use the main office number in a group message setting. So would it be possible to create an inbound rule to say only text messages that are sent to the main number go to Call Queue 701. Then we can add the members for said call queue.

I had read on another thread that once a user responds to the message, they can mark it as complete so the response would be pushed backed into the queue instead of staying with the person who took ownership of the message. Is that correct?

 

[YiannisH_3CX]

So would it be possible to create an inbound rule to say only text messages that are sent to the main number go to Call Queue 701. Then we can add the members for said call queue.

If you want to separate voice from SMS you will need to route your calls through a Digital receptionist first. Check Step 6 in this guide.

I had read on another thread that once a user responds to the message, they can mark it as complete so the response would be pushed backed into the queue instead of staying with the person who took ownership of the message. Is that correct?

Yes that is correct. If a user has ownership of a conversation and he marks the conversation as dealt with then the next response will go back into the Queue.