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Storable

Configure Text Message Settings

Storable CRM

Use text routing and auto-replies to keep customer text conversations flowing to the right agents with timely, consistent responses.

Quick Start:
1. Open Settings > Text Messaging.
2. Choose the text routing queue you want to use.
3. Customize the New Conversation and Unavailable auto-replies.

Updates apply only to new conversations -- existing text message conversations remain with the current message owner, based on who originally accepted the inbound text.
Note: You can create multiple text messaging queues, but only one queue can be selected as the active queue for two-way text messaging at any time.


Configure a Text Messaging Queue

  1. In the Web Client, click Settings (A) to open all available administrative settings.

  2. From the settings menu, click Text Messaging (B) to open the Text Messaging settings page. Text Messaging must be enabled on your account by a Storable CRM representative before this option is available.

  3. The default routing option Contact Center Only (C) sends new inbound text messages to all available Agents assigned to the text messaging queue. This option is automatically selected and cannot be changed.

  4. To route inbound messages to a specific queue, select Use This Contact Center Queue For Text Messaging (D), then choose the desired queue from the list of available text messaging queues.

  5. If you need help creating or managing queues, see configuring text messaging queues.

Set Up Auto-Replies

  1. To send an auto-reply after the first inbound message in a conversation, regardless of whether Agents are online, edit the default text in the Message Window (F) field in the New Conversation Instant Auto-Reply section. To disable it, delete all content from the field.

    • Use the Variables Dropdown (E) to optionally insert custom variables into your reply. The variable is inserted wherever your cursor is placed.

  2. To send an auto-reply when all Agents assigned to the text messaging queue are offline, update the text in the Message Window (H) field in the Unavailable Auto-Reply section. To disable the Unavailable Auto-Reply, delete all content from this window. This behavior is not controlled by your Contact Center hours.

    1. Use the Variables Dropdown (G) to optionally insert custom variables into your reply.

If both auto-replies are enabled, the New Conversation Instant Auto-Reply is sent first.


After updating routing and auto-reply settings, click Save (I) to apply your changes to all new inbound text conversations.

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