Solved v20 incoming SMS routing

[biggreyphone]

working with v20 for the last week or so.

I have been using Flowroute for several years and one user receiving and responding to all SMS messages for a few years. Just realized this has not been working for awhile now [not used with high volume]. I am trying to get it up and working again in v20. Webhook, access code, secret all seem to be setup properly on the trunk both on 3cx and on flowroute, but dont see where to route incoming SMS in the new GUI.

 

[SoHoIntegration]

I deleted the incoming main trunk DR/IVR, restarted 3CX [hosted] and recreated the DR/IVR. No matter who I set the SMS to forward to in the IVR, is always going to my extension. I have to believe this is a bug.

Did you get this sorted out? I'm having a similar problem.

I can assign the DID to a user, a queue and SMS works as expected for the user or queue.

If I assign the DID to the IVR, then set up forwarding to a user from there in Options, the SMS just disappears.

 

[biggreyphone]

Yes. You can control the way incoming SMS gets routed if it is coming in through a queue or ring group. I believe in the default setting, whomever picks up the message in their chat it continues to go to that person unless they delete that thread [I cant remember the exact wording]. Then any new SMS should go to everyone and anyone can pick up that message. I also believe there is a setting to change the preference somewhere to affect this.

Mark a chat as ‘Dealt with’​

Once a chat conversation (excluding internal) has come to an end, click on the “Dealt with”

button to close and archive the chat session.

If the chat is not marked as “Dealt with” and it has been “Taken” by an agent the next time the same customer sends a message, the new message will be delivered to the “Taken” agent’s inbox rather than following the configured routing to a group or queue.

 

[TheodorosG_3CX]

@biggreyphone Glad to know this is resolved. If there is an open conversation and not "Dealt With" this is expected since the previous conversation has not been closed.