SMS inbound routing to system admin, users cant send sms out

[TLCtech]

I have phone and SMS set up with a secondary number. As the system admin, I can receive SMSs and then reply. But they should be going to a group I had set up for them, to be answered by someone in that group. Calls are to come in to the main IVR but SMS needs to go to another group (same group that handles chats from the website). Ive switched everything to go to that group, but sms are still going to me.

How do I get the SMS to go to this group? And can that be split to have calls go to the main IVR?

 

[Charles_3CX]

You can route calls to an IVR from the same DID and then, from the IVR options tab accessed from the admin console, route the SMS to the destination required.



TIP: Set the SMS messages you are already in an active conversation with from your extesnion with the 'Dealt with' before sending an inbound SMS for the same external number after making the change above.

 

[TLCtech]

You can route calls to an IVR from the same DID and then, from the IVR options tab accessed from the admin console, route the SMS to the destination required.

View attachment 39988

TIP: Set the SMS messages you are already in an active conversation with from your extesnion with the 'Dealt with' before sending an inbound SMS for the same external number after making the change above.

Thanks I think that did it. But now only two people in the whole company has this feature. Myself (system admin) and the receptionist. Managers and users dont have this. How do I give everyone the ability to send sms messages?

 

[Charles_3CX]

Ensure that the DIDs that have the SMS option are routed to a destination in which other users are members.

 

[TLCtech]

So we want new messages (outside messages that werent started by us) to go to reception, but we want other staff members to be able to start convos. So if a message thread was initiated by a client, for example, reception gets it. But if someone in house starts the convo, we want those messages to stay with that user unless xfered. Does that make sense?

So I set the destination to default. Where do new messages go from outside the organization?

 

[TLCtech]

I wanted to revive this. We are still having issues with new SMS messages landing somewhere. If someone who we havent already started a convo sends our number a message, it seems to go into the ether. If someone on staff sends the message first, then the messages incoming from that number route properly. I have tried forwarding sms to people and departments with no luck.