Set it up
On the agent’s Basic Information tab, click In Call SMS under Choose Skills. The dialog sets the phone number and the message policy. First pick the SMS number the text is sent from. This comes from your numbers, so you need one before the skill is usable. Then choose a Message policy.
Choosing Send a predefined message reveals a box for the message body.
Fixed messages really are fixed
The agent is told it must not alter, add to or replace the wording, and the message is enforced again when the text is actually sent. It cannot drift. A predefined message can include placeholders that are filled from the call’s context, so a fixed message can still carry a name or an order number.Limits
Messages are limited to 160 characters. Write the predefined message to fit, and expect the agent to keep free-written texts short. The person’s number is taken from the call, so the agent does not need to ask for it on a phone call.Where to go next
- Send an email instead: In Call Email
- Move the whole conversation to another number: Switch Communication
- Everything else on the agent: Agents