Use text message queues to route two-way customer conversations efficiently so the right agents can respond faster and more consistently.
Quick Start:
1. Open Settings and go to Contact Center Configuration.
2. Select Queues, then click New Queue and choose Text Messaging.
3. Name the Queue, Assign Agents, and click Save.
Before You Begin
You must be signed into Storable CRM's web version as an Administrator to access the Settings icon and create a text message queue. If your organization does not subscribe to Storable CRM's Contact Connect (Contact Center), this will not apply to you.
This is part of the two-way texting feature. To enable this on your account, please contact your Customer Service representative.
Set Up Text Message Queues
In the web app header, click Settings (A) to open your administrative settings.
Under Contact Center options, select Contact Center Configuration (B) to open your Contact Center DIY settings.
From the Contact Center configuration page, select Queues (C).
Click New Queue (D) to create a new queue.
In the queue type options, choose Text Messaging (E) to create a text messaging queue instead of a call queue. Note: While multiple text messaging queues can be created, only one queue can be selected at any given time as the active queue for two-way text messaging.
In the queue details panel, enter a clear, descriptive name in Name the Queue (F) so you can easily identify it as a texting queue when assigning agents.
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Select Assign Agents (G) to open the list of available agents for this text messaging queue.
Use Search (H) to quickly find specific agents by name when your list is long.
Click Select All (I) if you want to assign every available agent to this text messaging queue.
Use Select Agent(s) (J) to check one or more individual agents who should handle two-way text messages. Note: Agents added to the text messaging queue will be assigned to all locations since text messaging queues are applied to all locations.
When your queue name and agent assignments are complete, click Save (K) to create the text messaging queue. Note: Once the queue has been saved, it cannot be changed from a text queue to a call queue.
After saving, follow your organization's text configuration process to enable auto-replies and assign the queue to locations and the Contact Center.