Desktop App: Shared SMS handling for customer support

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  • Updated 2 months ago
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We currently offer sms support to our customers by having them Text our main number for support.   But we had to do some tricks to get it working. We used to use One Reach for this feature.

This Idea Post is to setup the system to be able to have more than two of our support employees to receive/send texts from our primary support number via Desktop App and ideally be able to receive calls on their personal extensions at the same time (currently have reps use physical phone for direct calls and desktop app for support texts). 

We had to setup a "default operator" to our main number so inbound texts go to this number, give this main number an extension and login, and then assign two of our reps to login to the desktop app to handle the inbound sms requests (as Desktop App limited to two simultaneous logins).  
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David Knapp

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Posted 1 year ago

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Michael Arndt

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This is definitely a feature that needs to be implemented. Frontapp.com offers a system that allows users to receive and respond to SMS messages that come from one specific number. It works really well but then you have the matter of having to deal with a different telephone number which can create confusion.