Configure SMS workstream options
After you created the workstream, you need to set up an SMS channel to use the workstream. This required step is done by selecting the Setup SMS button.
You can configure an SMS channel with the following information:
Channel details: The name, type and channel details. The Type and Channel field will be pre-populated and can't be changed.
SMS number: SMS number that you want to use with the channel. You must have either setup an SMS phone number or SMS messaging account for a number.
Language: Language associated with the channel.
Behaviors: Defines the features you want to auto-perform when a customer starts an SMS Chat. You can turn on the following behaviors:
Channel operation hours: Defines the specific hours you want the channel to be available. You must define operation hours first. For more information, see Creating operation hours.
Custom automated messages: Allows you to create your own personalized messages that will be used in different situations. For example, when an agent is assigned to the conversation or when the customer is attempting to engage outside of working hours. For more information, see Creating custom automated messages.
Post-conversation survey: Applies customer voice to send a survey to the customer about their experience once the conversation is complete. For more information, see Post-conversation surveys.
Configure work distribution settings
When you first create the workstream, the basic work distribution settings are preconfigured based on the initial options you select. After the workstream is saved, you can modify the distribution settings based on your needs. For example, you can change the capacity that is consumed by SMS conversations using this workstream to allow agents to handle more conversations at one time.
You can modify the work distribution settings using See more button. You can't modify the work distribution mode, but you'll be able to set up the following information:
Capacity: How you want to block off capacity for the conversation. You can select from the following options:
- Profile Based: Work items coming in on this workstream will be associated with a specific capacity profile that contains max units and block assignments.
- Unit Based: Work items coming in on this workstream will consume a fixed amount of agent capacity. The default is 30.
Auto-close after inactivity - Defines how much time can elapse before a conversation is moved from the waiting state to the closed state because of inactivity. (For SMS workstreams, this option must be set to at least 8 hours).
Because SMS conversations are asynchronous, unlike chat conversations that typically occur in real time, significant delays will likely occur between communication. Setting this option to at least 8 hours helps to ensure that conversations won't be closed before a resolution has been found. The default value for this field is set to two days.
Block capacity for wrap up: Specify if you want to block the agents capacity while they're wrapping up the conversation. For example, you want to continue blocking the agent’s capacity for 5 minutes after the conversation is ended to give them time to finish their notes. You can select to Always block, Don’t block or specify the amount of time that you want to block the capacity.
Allowed presences: Defines which agent presences that SMS messages from this workstream can be routed to. For example, if you set this value to Available and Busy means that if an agent's presence is set to either Available or Busy and capacity is available, they can be assigned items from this workstream.
Default skill matching algorithm: Lets you specify which skills matching algorithm you want to use work items on this workstream. Only applicable in scenarios where organizations are using skill-based routing. For more information, see Skill-based routing.
