Note: This article is part of a Quick Start Guide to help you implement your Digital DX environment from scratch.
To implement text messaging functionality, you must configure an SMS account and provision a phone number to integrate with Twilio, our SMS gateway provider. Additional per message fees apply.
Digital DX's text messaging service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-response feature to help you manage incoming message requests.
- Go to . and click Create New.
- On the Account Settings tab, enter the account Name and associate incoming text messages with a Department.
On this tab, you can define when to automatically end a session if a consumer has not responded within a defined period and how to handle re-opened text message threads.
- On the Auto Responder tab, configure how you want to automatically respond to incoming messages.
- On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
- On the Canned Message Folders, select the canned messages that you want to make available to agents handling this account.
- On the Phone Number tab, choose your Country and click Find Phone Number. Select your phone number from the available local phone numbers in the drop-down list.
- Click Save.