How to take back SMS

[djnumark2]

How does one take back a SMS conversation?

For example
Customer sends a SMS message and one of our employees takes the SMS from the queue. Customer txts later after his/her shift or he/she is sick... how can we pull it back to the queue or an extension?

Thanks!

 

[Lethal]

I wish there was a way to disable the taking of ownership all together. I have customers that want to see the whole conversation history.

 

[pacmanfan]

I would like to disable taking ownership, too... However, there's the problem of when we initiate outbound messages. What we're doing right now is we send the outbound message, mark it as dealt with, then any inbound responses start a new conversation in the queue. The problem is that only the agent that sent the first outbound message can see it, and we want to see the whole conversation in one place.

I'd like to be able to disable an agent taking ownership, but then either a queue needs to be able to create an SMS conversation, or an agent needs to be able to transfer it to the queue after creating it.

 

[lthibx]

Yes, I totally agree. Facing this same issue at the moment. Disabling Take Ownership is a part of this issue. But the bigger issue is the same as @pacmanfan stated...initiated outbound messages. They stay with the person who sent the message. Need to be able to either send from the Queue or move the message to the Queue after sent. I did the same thing, mark the initial message as Dealt With, then the first reply will put the conversation back into the Queue. Customer finds this cumbersome. Got a prospective customer that is all but ready to sign, and this can be the deal breaker. Please 3CX, fix this.

 

[Lethal]

I'm still at a loss at why we can't have the option to just have it as a simple group inbox, like a shared mailbox in exchange that you have send as permissions. To be 100% transparent, our sip provider has a PBX offering without the sms functionality as yet but they told me what requirements I want is exactly what we need of the shared inbox. If 3cx don't have this in play by then we are going to jump over. It's disappointing as 3cx is a great product with the exception of the sms module.

 

[N_G]

We well look into all this for v20 and improve.. But we have shared inbox, you can switch off auto taking ownership? Or did I misunderstand?

 

[Lethal]

Hi Nick. Thanks for responding. The issue we face is the ownership of messages. Essentially we want to be able to turn that off and just have a simple shared inbox for messages and then one of the staff can reply, then the customer might respond and a different staff member will reply. Essentially all staff can see the correspondence back and forth. Happy to chat further about it if you wish.

 

[N_G]

If its configured as a queue, then you have this setting which controls this behaviour

 

[Lethal]

Thanks Nick. But what if I don't want anyone to "own" the conversation. If I have that setting on then userA is the first to respond, then will userB be able to reply? Or get notified if there is a reply? Essentially we are a team of groomers, we know our products and services, we know what the replies are going to be so our goal is to respond to our customers as quick as possible. So I don't want one user to be stuck with the conversation of someone else is free to reply. Hope that makes sense.