SMS with multiple routes -> How to pick which route a new SMS will use ?

[saint__]

Hi all!

I have multiple numbers accepting SMS through Flowroute, each of them going to different queues.
My agents belong to multiple queues. Under users, the "Enable SMS / Can send SMS via" only allows one queue.
Anyone found a work around so when an agent create a new SMS, they can pick what Q number to use ?
Thank you all.

 

[NickD_3CX]

Hi!

A user cannot change the SMS number they will be initiating the conversation from through their client, unless of course they have access to the Management Console to the option you mentioned.

Despite this though, I don't think what you want to do will work.

Once User A initiates a SMS conversation from Number A to Number B, whatever reply Number B sends back to to this Number A will automatically be routed to User A.
This will happen even if you have a route for Number A to send all SMS to your Queue.


The general rule is: if there is an active conversation between a User of the system and an External Number, whenever the External Number replies back to the Number that they received the message from, it will be routed back to user that initiated the conversation.
This will stop once the User marks the conversation as "Dealt with".
From that point onward, whenever the External Number sends to the SMS Number, it will be routed as per the settings you have in the SMS Entry.

 

[saint__]

Ni @NickD_3CX
Thank you for the info.
My question was more about an agent belonging to multiple queues (which all have SMS options), and being able to initiate a SMS from any of the queues he belong to (with the option).

In this particular scenario, we are trying to get a customer who runs an answering service for multiple business.
Often they need to contact customers through text, but representing the correct company. Hence why multiple queues. Incoming SMS are fine. Issue is when they need to initiate a new SMS through a specific Queue DID...

So that's basically not possible, hu?
Thank you

 

[NickD_3CX]

So that's basically not possible, hu?

What you want to do, unfortunately no.

 

[ChrisAtPentasys]

I would also like to request a "From" field on SMS

User might need to send on their DID and also on a queue...

 

[Evolute IT]

I would also like to request a "From" field on SMS

User might need to send on their DID and also on a queue...

It already kinda works like that.

If the message comes from a queue, on reply, it will use the Queue DID.

If the user creates a new conversation, it will send from the DID selected in the Extension's SMS settings.