Send an SMS message


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Prerequisites

  • Conversation > Message > Create permission
  • Member of a queue with an outbound SMS number

If your administrator granted you permission, you can send an SMS message on behalf of a queue.

Tip: If you want to send SMS messages on behalf of the same queue, before sending your first SMS message, configure on behalf of queue to remember your queue selection.
  1. Click Menu  > New Interaction.
  2. Select SMS.New Interaction type selection
  3. In the On Behalf of Queue box, type a queue name.

    As you start to type, a list of queues appear.

    Note: The client only auto-completes and returns queue names in the search results for queues that you are member of. The queue that you select must have an outbound SMS number associated with it. For more information, see Manage queues.
    New Interaction window for SMS messages

  4. In the Number box, type an SMS number.
    Notes:
    • Your administrator sets the default country code, but you can override the country code for your interactions. 
    • When you enter an international number in the Number box, the country code automatically changes to the correct country code.
    • The Compose button remains unavailable until you enter both a valid queue name and a properly formatted SMS number.

    New Interaction window for SMS messages

  5. Click Compose.

    The integration checks for recent SMS conversations with this contact.

    Note: SMS conversations remain active for 72 hours after you send an SMS message to a contact. Any subsequent messages to or from the same recipient during this 72-hour time frame appears as part of this ongoing conversation.

    • No active SMS conversation exists

      In the client, an SMS message interaction connects.

    • Active SMS conversation exists

      The following prompt appears. Click Continue. In the client, an SMS message interaction with the SMS message history connects.Message indicating that SMS message history exists

    After the SMS message interaction connects, you can blind transfer or disconnect the SMS message interaction. (Disconnecting the SMS message interaction cancels the SMS message.)

    Note: If you do not have access to call logs, Interaction Log does not appear on interactions.

    SMS message interaction connected

  6. Click SMS.

    An Interactions window opens. In the client, the SMS icon turns orange, indicating that an Interactions window is open or accessible.SMS message interaction connected

  7. Write your SMS messages in the Interactions window. 

    Recent SMS conversation history may be visible.Interactions window with SMS interaction

  8. To end the SMS conversation, click Disconnect.

    You are disconnected from the SMS conversation and the Wrap-up window automatically opens. 

    Note: If call logging is disabled, then the Notes section appears in the Wrap-up window.

    Wrap-up window

  9. To complete wrap-up work, select your wrap-up code in the client or in the Interactions window and click Done.

    The SMS message interaction deallocates from your interaction list. In the example, the SMS icon remains orange, indicating that the Interactions window is open or accessible.

    If you close the Wrap-up window without clicking Done, the Wrap-up icon turns red, indicating that you need to complete wrap-up work.SMS message interaction disconnected

For more information, see Click-to-dialConfigure on behalf of queue, and About messages.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.