SMS function; Already started a conversation The next user can’t send them a text

[andytelco]

Hi,

Hope someone can help.

I think I know the answer.

The issue one of our customers is having with the SMS function is that if I have already started a conversation with someone via SMS, the next user can’t send them a text. It says” Number you have specified has an active conversation with extension XYZ already”. This is problematic, when the customer needs both users to text need to contact the guest…can this be addressed?

 

[TheodorosG_3CX]

This is expected as there is already an open conversation with this number.
You need to press Dealt With to the previous and start a new message.

 

[andytelco]

Hi Team,

Thanks for your response. Do you mean, that once you press dealt with Does it then stay in your chat options and someone else can pick up that conversation?

Thank you team.

 

[TheodorosG_3CX]

Dealt With will close this conversation. It cannot be continued, however if for example a user has an open conversation with this number he can transfer this chat to another agent and continue.

 

[andytelco]

Thank you.

Just as i suspected.

Thank you

 

[TheodorosG_3CX]

You are welcome