Question RE SMS feature

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Hi all

Just wanted to know what is best practice for a manager to have an overview of SMS sent and received?

 

[VasilisV_3CX]

Hi @kieferschild,

This is highly dependant on how the SMS is initiated. If the SMS is initiated by an extension on the PBX, and a reply comes through, the reply will follow the same routing as it did when it left, meaning that the extension will receive the SMS reply and it won't be visible to a manager.

However if an external SMS comes in and is routed to a queue, the queue manager will be able to see it as they would a live chat. If the agent marks the SMS as resolved, it will disappear.

So the easiest way would be to have the SMSs route incoming SMSs through to a queue.