Shared SMS Conversations.

[Lethal]

Hi All.
One thing that has annoyed me is the "Dealt with" concept with SMS messages. We are only a small business and we take bookings and chat to customers via SMS. Depending on who is working on that day will be the person that is replying to the SMS and each person has their own extension. I was hoping this changed with V20 but it hasnt but we really need to be able to have all staff see all inbound and outbound SMS's and be able to reply to them without having to mark the conversation as dealt with.

I have been thinking, If I was to scrap the extensions and just have a generic extension for the staff that are communicating with customers, can that be registered on a couple of android devices at the same time then they should be able to see the same chat history and they can all respond to the same conversation. We only have 1 SIP for voice with a landline DID and 1 sip for SMS+voice that is a mobile number and 90% of the bookings are done via SMS (or fb messenger) of existing customers and not many calls at all.

V20 Professional Licence

 

[NicholasP_3CX]

Just send the SMs to a call queue and dont have an agent pick it up (take).

All agents will be able to see the conversatin and they will all be able to contribute.

Once it is taken by someone, it is only going to be visible to them.

 

[Lethal]

Thanks for the reply.
Thats what I have now with 3 agents\users but that doesnt allow for a Customer to send in a message, Agent1 replies, customer then replies and Agent 2 then replies. All agents will see it if its a new message without any previous conversation (or if the previous conversation was marked as dealt with). I guess what I'm trying to achieve is the same as if you were in your Business Facebook Messenger that any of the staff can reply to the conversation string and not be locked to one agent and eliminating the need for messages having to be marked as dealt with or "Number you specified has active conversation with extension 102 already"

 

[CybTech]

I agree with Lethal on how SMS functionality should work more like a messaging app, like Facebook, than a ticketing system. As much as I appreciate the thought that 3CX put into the ticket workflow, I believe when it comes to small business and SMS messaging clients, most people are used to SMS behaving like a messaging app.

This wasn't the case when 3CX first came out with SMS support, but now, most helpdesk/ ticketing software solutions come with their own SMS integrations and that's where that functionality would be best served.

I never close out any of my SMS conversations.

That said, I'm sure many people are using that feature. It would be nice to have a mode of operation option (ticket, messaging) to support both use cases.

 

[Lethal]

I agree with Lethal on how SMS functionality should work more like a messaging app, like Facebook, than a ticketing system. As much as I appreciate the thought that 3CX put into the ticket workflow, I believe when it comes to small business and SMS messaging clients, most people are used to SMS behaving like a messaging app.

This wasn't the case when 3CX first came out with SMS support, but now, most helpdesk/ ticketing software solutions come with their own SMS integrations and that's where that functionality would be best served.

I never close out any of my SMS conversations.

That said, I'm sure many people are using that feature. It would be nice to have a mode of operation option (ticket, messaging) to support both use cases.

 

[Lethal]

That's a good way to explain it ticketing vs messaging.
The way you have it, do you have the issue of the locked conversations with a specific extention in your configuration.