Sharpen Q (SMS)

Overview

Q SMS is a feature within the Sharpen platform that enables agents to communicate with customers directly via SMS from within the Sharpen Q application. When used alongside other Sharpen Q channels, Q SMS provides a seamless multi-channel experience, allowing agents to manage voice, SMS, and other interactions from a single interface without switching between tools.

Sending SMS messages requires regulatory registration in compliance with FCC regulations. Please ensure your organization has completed the necessary registration.

Enabling Q SMS

Setting up Q SMS requires configuration in two areas: your Queue and your Inbound Route. Complete both sections below before use.

Step 1: Enable Messages on Your Queue

Log in to the Sharpen Portal and navigate to Admin > Configuration > Sharpen Q.
Locate the Queue you want to enable SMS for and click Edit.
Set the Messages dropdown to Enabled.
Scroll to the bottom of the page and click Save.

Step 2: Configure SMS Routing on Your Inbound Route

Navigate to Admin > Configuration > Inbound Routes.
Locate the Inbound Route you want to enable SMS for and click Edit.
Set the Advanced Options dropdown to Enabled if it is not already.
Set the SMS Routing dropdown to Sharpen Q.
Set the Sharpen Q dropdown to the Queue you enabled Messages for in Step 1.
Scroll to the bottom of the page and click Save.
Repeat for any additional Inbound Routes you wish to route to this Queue.

Using Q SMS

Once configuration is complete, any SMS message sent to a designated Inbound Route will be added to the Queue automatically.

Receiving an SMS Interaction
When a new SMS interaction is assigned to an agent, it will appear in the interaction list labeled as SMS. A pop-up notification will appear prompting the agent to respond:

Click Accept to take the interaction.
Click Reject to pass the interaction to the next available agent.

Handling an SMS Interaction
Once accepted, the conversation thread will display in the interaction view. From here, the agent can:

Type a response in the Message text box and click Send.
Use the Choose File button to attach an image or file and send it as an MMS (multimedia message).
Click End Message to close the interaction once the conversation is complete.