Sending SMS for a Voice conversation

Administrators can activate the "Enable SMS Support for Voice Contacts" feature by navigating to the YSE > Enterprise tab and toggling the respective option.

When enabled, this feature permits agents using Web Ignite to send SMS messages to a contact who ONLY has a phone number defined. Should a contact's information include both a Phone number and a Mobile number, the system will default to using the mobile number for the SMS.

By default, this feature is NOT enabled.

To dispatch an SMS from a Voice Contact:

  1. Hover over the Contact, a flyout button is displayed with a mobile phone icon.

  2. Click the flyout; this will generate an SMS draft automatically populating the contact's number in the "To" field.

  3. Enter your message in the SMS text area.

  4. Click Send to send the message.

Parent topic: Handling SMS in Ignite
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