Configuring SMS Messaging Accounts

SMS text messaging is an extremely common and highly demanded method of communication for customers in an increasingly mobile world. Configuring SMS messaging accounts and SMS channel configurations in the application enable the channel for use in the Advisor Desktop. Once configured, incoming text messages sent to the configured phone account are then converted into activities and routed to queues, which can then be handled by agents.

SMS Conversation Hub Configuration Process

Before using the Conversation Hub to retrieve and route SMS messages, some important provisioning steps are required to establish the account. The following must be performed.

Configuring the SMS Messaging Account in the Application:

To configure an SMS messaging account:

  1. From the Partition and Departments dropdown menu, select a department.

  2. From the Navigation menu, browse to Apps > Chat & Messaging > Accounts. 

  3. On the List page toolbar, click the New New Button button.

  4. On the Properties page, provide the following:

    • Name: Provide a name for the account

    • Description: Provide a brief description for the account.

    • Active: Click the Toggle toggle button to make the account active.

    • Select a network to configure: Select SMS from the dropdown. 

    • Phone number or Short code: Provide the phone number or short code that was provided during the application setup process. This number is used in interactions with customers via the Advisor Desktop and appears on the customer's phone.

    Create SMS messaging account

  5. Click the Save button.

Post SMS Account Configuration

With the channel account configured and active, a channel configuration must be created and a messaging adapter must be configured before incoming SMS messages can be converted into activities and routed to queues, to then be handled by agents.

Rich text articles can also be authored for use by agents to respond to incoming  SMS activities and send custom messages. Rich text content policies must be configured in the Administration Console and the articles must be authored in the Knowledge Console.

  1. For more information about rich text content policies, see eGain Administrator's Guide to Administration ConsoleAbout Rich Text Content Policies. 

  2. For more information about authoring rich text articles, see eGain Author's Guide to Knowledge Console.

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