Optional: Add a Text Messaging Channel

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.

  1. Go to Channels > Messaging > SMS Acct. and click Create New.
  2. 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.

  3. On the Auto Responder tab, configure how you want to automatically respond to incoming messages.
  4. On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
  5. On the Canned Message Folders, select the canned messages that you want to make available to agents handling this account.
  6. 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.
  7. Click Save.
Note: Additional countries are available through the Advanced Set up link. Due to various regulatory requirements, these countries must be provisioned directly through Twilio. Once provisioned, the Administrator can select Advanced Setup to enter the number, secure toke, etc that Twilio provides and then selects the country from the Advanced Setup drop-down menu.