What is a SMS Queue?
A SMS Queue is a way to route incoming SMS to a group of agents.
For every SMS interaction request coming from a configured SMS Accounts the Agents belonging to the SMS Queue will be notified: when the SMS is accepted, the system will open a specific Tab on the Agent Desktop, showing the actual SMS and all the following SMS belonging to the same interaction or conversation.
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The SMS Queues Section
In the SMS Queues Section you will find the existing SMS Queues:
Click on 
to show the command menu in order to Edit or Delete it, and to add/remove Agents/Teams to the SMS Queue.
To Delete or to Export in CSV one more queues you can select them and the related function icons 
will appear on the right of the upper bar.
Create a SMS Queue
To create a new SMS Queue click the button 
:
Enter the SMS Queue details:
- Name
- Strategy (Beepall/RRMemory)
- Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
- Description (optional)
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Queue Strategy defines how incoming SMS are routed to the agents belonging to a queue. You can select one of the following strategies:
Once created, a SMS Queue strategy can be changed in the Edit Queue form |
Edit/Modify a SMS Queue
Edit the SMS Queue to change the following Settings:
- Strategy
- Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
- Description (optional)
Add Agent/Team to a SMS Queue
In order to add Agents or Teams to a SMS Queue Edit the Queue and click on 
(or use the command menu functions) and choose the agents to add:
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Remember this operation applies immediately |