Q SMS
- James Graham (Deactivated)
- Josh Daugherty (Deactivated)
What is Q SMS?
Q SMS allows you to communicate with your clients directly via SMS inside of the Sharpen Q application. When used in combination with our other Sharpen Q products, this allows for a seamless multi-channel experience for both your agents and your clients.
How do I enable Q SMS?
There are a two steps to setting up Q SMS on your account. Follow each of the sections below to set up Q SMS.
Turn on Messages for your Q
Select Admin from the Navigation menu in the upper left corner.
Select SharpenQ from the Configuration Tab at the top of the page.
Click Edit on the Q you wish to enable SMS for.
Set the Messages drop down menu to Enabled.
Scroll to the bottom of the page and click Save.
Route SMS on your Inbound Route
Select Inbound Routes from the Configuration Tab at the top of the page.
Click Edit on the Inbound Route you wish to enable SMS for.
Set the Advanced Options drop down menu to Enabled if it is not already.
Set the SMS Routing drop down menu to sharpenQ.
Set the SharpenQ drop down menu to the Q you have enabled Messages for.
Scroll to the bottom of the page and click Save.
Repeat for any other Inbound Routes you wish to route to the Q.
How do I use Q SMS?
After following the steps above, you are ready to use Q SMS. Any time an SMS message is sent to the Inbound Route(s) you have designated, they will be added to the Q. When an agent is logged into an SMS enabled Q and a new SMS interaction appears, it will be displayed as an SMS in the interaction list.
When an SMS interaction "rings" an agent, a pop up box will appear below the interaction list. The agent can click the "Accept" button to begin the interaction. Clicking the "Reject" button will cause the interaction to ring to the next available agent.
Once an agent accepts the interaction, the thread will be displayed in the interaction view.
The agent can enter a response in the "message" text box and click send.
If the agent would like to send an MMS (Multimedia Message) they can use the "Choose File" button to add an attachment.
Once the conversation is over, the agent can click the "End Message" button to end the interaction.
Related articles
This is one article in a series covering Admin Configuration topics.