Using Text Messaging (SMS and MMS)

Using Text Messaging (SMS and MMS)

Using Text Messaging

Text messaging can be accessed via the 3CX mobile app, the Web client, and/or the 3CX computer app. Your account can only send text messages after your 10DLC application has been approved and assigned to your account. For more information about 10DLC, please visit this page.

Receiving Text Messages

Incoming text messages can be routed to a single user or a group (via a queue).

If your system is set to deliver messages to a group (via a queue), the messages are visible to all users who are in the assigned group/queue.
Any user can respond and see ongoing conversations until one user takes ownership by clicking on the “Take” take icon icon in the top right corner. That user then "owns" the conversation; other users will no longer have access to that conversation.  

Sending Text Messages

Open the "Chat" tab and press the icon to start a new conversation. Choose to "Start SMS".

Select a contact or type in the phone number. Note: The phone number needs to be entered in the full international format including +1. For example, if you want to send a text message to 888-555-1212, you would enter the number as +18885551212. When saving contacts, it is a best practice to save mobile numbers in this format so that the number does not have to be edited later before sending a text message.
Type your message or attach an item and press Send.
Within a few seconds, two small checkmarks should appear indicating the message was sent and delivered to the other party's service provider.
Note: The checkmarks do not indicate the message has been opened or read.
If a small red x appears, that indicates the message was not delivered successfully. Check to ensure the number was entered in the correct format (including "+1"). If the number is correct, please contact Synfone Support for additional assistance.

Resolve/Archive a Chat

Mark a message conversation as ‘Dealt with’

Once a message conversation has come to an end, click on the “Dealt with” button to close and archive the chat session.

If the chat is not marked as “Dealt with” and it has been “Taken” by a user, the next time the same customer sends a message, the new message will be delivered to the “Taken” user’s inbox rather than following the configured routing to a group or queue.

Use Quick Response Message Templates (available from the Web client and computer app only)

Respond to messages faster with message templates.

Quick Responses Using Message Templates(Quick Responses Using Message Templates)

  1. Click on the templates icon , in the bottom left corner of the chat panel to expand the templates. Only Managers have the rights to manage chat templates.
  2. Use the search bar, categories tabs or language drop-down option to filter the templates.
  3. Click on a template and the text will automatically populate in your reply panel for you to edit or send.

Transferring a Message

You may decide that the issue needs handing off to another user.

  1. While in a message conversation, click the “Transfer” transfer button button in the top right.
  2. Search for the user you want to transfer the message to by name or extension number.
  3. Click on the extension and the message will be transferred. You are no longer able to view the conversation.

Additional Actions

There are various message actions available to help you efficiently manage your conversations and gather additional details about customers.

View user information

  1. Click on the menu menu icon button in the top right corner.
  2. Select “Information”.

Viewing User Information and Interaction History(Viewing User Information and Interaction History)

  1. From here you can:
  1. Call, send SMS or add an SMS contact.
  2. View the Interaction history of this user with all agents and departments.

Send images and files

Send files by drag and drop or by clicking on the “Attach document” icon in the lower right corner. The following files are supported:

  • Documents: Acrobat (PDF), MS Office (DOC, DOCX, PPT, PPTX, XLS, XLSX), plain and rich text (TXT, RTF).
  • Images: JPG, PNG, GIF, BMP, WEBP, TIFF, and HEIF.

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