SMS Ownership

[Lethal]

Hi All
Im just wondering with the latest updates with SMS in the new version, is there a way to disable the whole ownership of a sms.
I just need a simple sms solution where a customer messages in and anyone of the staff can reply which could be a different staff member for each reply.
I dont need all the fancy stuff like assigning to agents etc. If anyone has an ideas would love to hear it.

 

[JohnS_3CX]

Hi,

You can send the messages to a Queue and select this option:


So long as nobody presses the take button in their chat, it will remain as a "group chat" where all the users will be able to see the messages of that SMS conversation and also be able to reply.


Alternatively: You can send the messages to a Ring Group. Ring groups don't have the option I mentioned above, but they are basically behaving as a "Take Manually" group. Again, so long as nobody presses the take button, you will be able to have shared ownership.

 

[Lethal]

Hi,

You can send the messages to a Queue and select this option:
View attachment 34522

So long as nobody presses the take button in their chat, it will remain as a "group chat" where all the users will be able to see the messages of that SMS conversation and also be able to reply.


Alternatively: You can send the messages to a Ring Group. Ring groups don't have the option I mentioned above, but they are basically behaving as a "Take Manually" group. Again, so long as nobody presses the take button, you will be able to have shared ownership.

Thanks for the reply John
I wish there was a way to completely turn off that assignment option altogether.

I guess the issue im having is that we have is I have customers stating they have sent a message to us, I can check and confirm they did from the Telnyx portal, I can see in the 3cx stats that its been delivered but the staff dont see the message. We are only using the IOS and Android Apps on our devices but I cant see the message anywhere - not even under the archived section so im not sure what else i can do to ensure these messages are being seen by our staff.

 

[pacmanfan]

So long as nobody presses the take button in their chat, it will remain as a "group chat" where all the users will be able to see the messages of that SMS conversation and also be able to reply.


Alternatively: You can send the messages to a Ring Group. Ring groups don't have the option I mentioned above, but they are basically behaving as a "Take Manually" group. Again, so long as nobody presses the take button, you will be able to have shared ownership.

We are having major issues with this. We have 3 agents, all in one queue. Some of our SMS chats are missing some of our agents as participants, which I believe may be caused by the missing agents being on Away or Do Not Disturb when the chat is created. When those agents come back on shift and set their status to Available, they are only seeing some of the chats with our customers.

I've tried to work around this by hitting "take" on the chat, and then transferring it back to the queue once all the agents are Available, but I get the error "You cannot transfer this conversation to the same Queue" and then we're stuck where that chat has to be transferred around from one agent to another to handle it.... it's a real cluster, and has caused a lot of dropped communication to our customers.

So yeah, the current SMS chat ownership system is quite problematic for us. We need a way for all queue members to see all SMS chats that have come in to a queue, or were created by another queue member, past and present.