Initial Outbound SMS message issue

[stono]

I have a 3CX SMS usability issue that I am not sure how to correct.

An individual 3CX user (member of the inbound SMS queue) sends out a message to a mobile number but that initial message that was sent is unable to be seen by the other users in the 3CX queue (queue has multiple members) when that message is responded to by the recipient it looks like the message was initiated by the recipient and looks to everyone else in the queue like a new message.

How can out 3CX users initiate a SMS message so that everyone in the queue can see the initial message sent and all subsequent replies?

This is creating confusion for both sides of the conversation as a lot of the time a different person is responding and not the person who initially sent the message from within 3CX.

SJH

 

[SweetAction]

I don't think that, at this time, you can send an initial message out and have all queue members see it.

 

[YiannisH_3CX]

I don't think that, at this time, you can send an initial message out and have all queue members see it.

That is correct. Also the issue is that the rest of the Queue members can see the replies at all.

If an agent initiates a conversation with a customer then all replies from that customer should be forwarded directly to that agent. The fact that the replies can be seen by everybody could indicate that the routing is not working well or the agent is sending from a different number and replies are received on a different one.