Introduction

SMS/MMS allows your business to engage your clients using text messaging. You can do this in two scenarios:

• Enabling inbound and outbound SMS engagement by assigning the SMS function to your individual Users
• Creating an SMS queue that allows your clients to send a text to your business that can be answered by your call center

Before the SMS functionality can be used in your domain, federal regulations require that each business complete a Brand and Campaign Registration Form.

SMS For Individual Users

1. Login to your Portal for Office Managers and select “Inventory” and the “SMS Numbers ”
2. Click on the available SMS Click the drop-down arrow and select “User” and “Save.”
   
   

Using your SMS Capabilities

You can send or respond to SMS messages in three areas:

1. Connect Portal Message Tab
2. Connect Web Phone
3. Persona Connect Mobile App

Portal Messages Tab

Select “Messages” and the “Chat and SMS” tab. Select “New Conversation” and type in the number you would like to send a message to.

Web Phone

Select the red button on the bottom right side of the screen and select “New Conversation.” Enter the number or contact you would like to send a message and press

Enter. You can check new messages and see old conversations from the “Chat and SMS” tab on the left side of the screen.

Persona Connect Mobile App

Open your Persona Connect Mobile Application and click on the “Messages” tab. Click on the new conversation icon and type in the number or name of the contact you would like to send a message.

NOTE: SMS messages have a character limit of 1,000 characters. Any images that are sent through SMS have a size limit of 1 Megabyte.

SMS Queues

If you would like your clients to have the option to text your business for help, you can create a SMS queue that will allow INBOUND texts to be directed to agents added to the queue.

To Create a SMS Queue:

1. Login to your Portal for Office Managers
2. Verify that you have an available number to utilize for your SMS queue by clicking “Inventory” and the “SMS Numbers” tab.  
   
   
    
3. Click “Call Queues” at the top of the In the “Call Queues” section, select “Add Call Queue.”
4. Go through the process of building your call queue and assign a name, extension, and type of agent routing that you would like. In the “Direct Phone Number(s)” drop-down, select your available number for the SMS 
   Click the “SMS” tab and enable SMS. You can customize how the messages will come into the queue. 
   
   
    
5. Click “Add” to complete the queue. Once you have built the queue, you can add the agents responsible for receiving the messages through the queue.

To Add Agents to Your SMS Queue:

1. Locate your new SMS call queue that you would like to add agents to. Under the “Agents (Available)” column, click the “0(0)” hyperlink to open the add agent menu. 
   
2. Click “Add Agent”
    
   
    
3. Proceed through each option:
   1. Add Agent(s) by: Add a user by name or extension
   2. Agent Extension: you can add as many users as needed by the name or extension
   3. Status: enables the agent to receive calls. Also allows for queue supervisors to be added to a queue without being able to receive calls.
   4. Wrap-Up Time (seconds): gives the agent time before they can receive a new call.
   5. Max Simultaneous Calls: set a limit of how many calls the agent can receive at the same time.
   6. Max SMS Sessions: set a limit of how many SMS conversations that an agent can be on at the same time.
   7. Queue Priority for Agent: this option allows you to set a queue priority for an agent that is assigned to multiple queues.
   8. Request Confirmation: informs the agent that they are receiving a call through the queue and to press 1 if they would like to receive the call.
   9. Auto Answer: this option will automatically answer the call by the available agent.
4. Click “Save Agent.” You will now be able to see all agents in the All individual agents can be edited from this screen.