SMS Ownership

[Lethal]

Hi All
Some time ago I set up for inbound SMS to go to a group of extensions. This was working well as long as no one took ownership of the SMS. Now when messages are being sent or received its hit and miss on which user gets the SMS. I need it each user to see the whole SMS thread and each user can jump into the conversation and continue it on. eg the customer is having a SMS conversation with the business rather than a individual staff member. Is there anything that I can do to resolve this? Or a way to turn off the whole ownership process in 3cx.

 

[Steve Harris]

Everything Lethal said. Would be a great feature for the SMB community that have a lot of temp staff.

 

[Lethal]

Everything Lethal said. Would be a great feature for the SMB community that have a lot of temp staff.

Thanks for your comments Steve. To me I feel like what we need is so simple, but there is this complex solution within 3cx. Have you got a work around to this?

 

[Steve Harris]

Hi Lethal, i was thinking about just having the chat logs in 3cx wiped every day. I can always log into Twilio/Facebook/Website to get the SMS/chats logs if needed.

 

[Lethal]

Hi Lethal, i was thinking about just having the chat logs in 3cx wiped every day. I can always log into Twilio/Facebook/Website to get the SMS/chats logs if needed.

Ah ok. That might work.

 

[JohnS_3CX]

Hi Lethal,

Queues
You have to setup your queue like this (under the queues' Advanced settings), and teach the agents to not use the Take button.

So long as nobody takes the conversation, then they can all take part in it.

Once somebody takes though, it cannot go back to the queue again.


Ring Groups
It will not auto-assign the SMS to anyone in ring groups, unless the take button is pressed.

 

[Lethal]

Thanks for the reply. Would be great to just elimate the issue and be able to keep it simple. Just like you said once someone takes ownership it can't go back which breaks this customers process, just having the ability to turn this ownership flow off for small customers would fix the issue.