Send SMS from Queue

[mybizgeek]

Hi, I saw some threads from a few months ago regarding transferring outgoing SMS to a queue.

Is this still in the roadmap for v18?

The incoming SMS to queue functionality works perfectly, but we need to be able to initiate SMS from a queue so that multiple users can follow the conversation.
This is the one feature that we need to be able to move SMS completely to 3CX from another business SMS provider.

Thanks!

 

[NickD_3CX]

Hi!

This currently is not possible, that a Queue be set as the "initiator" of an SMS conversation.

The closest thing to achieving this is to configure all Queue Agents/Extensions to be able to initial SMS using the SMS Number that inbound is routed to the Queue.
Then, what they can do is, each agent individually send an SMS to the number they want, then immediately flag it as "Dealt With" (this is important).
Then if the number replies, because the initial conversation was "Dealt With", it will be routed to the Queue instead of the agent that initiated it.

Note: the downside to this suggestion is that if an agent forgets to flag it as "Dealt With", the reply will automatically go to the agent instead of the Queue.

 

[mybizgeek]

Thanks Nick, we will give that a shot. It's an improvement over what we were thinking of doing; sending the initial message and then deleting it right away so the reply comes to the queue.

Are there any plans to implement this feature? It seems like it's often requested and would be a great use case.

 

[phintec]

If the resolution is to send the message and immediately mark the conversation as "Dealt with", why could sending a message from the queue not do these steps automatically?

Todd.

 

[NickD_3CX]

Because the Queue is not a User, and there is no way to "impersonate a Queue".
I'm not saying it is not technically feasible, just that currently this is the way it is designed to work.

 

[]Nathan]

Hi!

This currently is not possible, that a Queue be set as the "initiator" of an SMS conversation.

The closest thing to achieving this is to configure all Queue Agents/Extensions to be able to initial SMS using the SMS Number that inbound is routed to the Queue.
Then, what they can do is, each agent individually send an SMS to the number they want, then immediately flag it as "Dealt With" (this is important).
Then if the number replies, because the initial conversation was "Dealt With", it will be routed to the Queue instead of the agent that initiated it.

Note: the downside to this suggestion is that if an agent forgets to flag it as "Dealt With", the reply will automatically go to the agent instead of the Queue.

Can you walk me through setting this up. We cant seem to get it working