Getting started with Text (Team, Professional, and Enterprise) Follow

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12 comments

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    Cameron Berne

    We would like to use the phone number we have in Voice to also send texts.. is this possible? Can you port your own number for Text?

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    Chris Darby

    Same as @Cameron - I'd like to do this too! Would be great to have a single number for my users to call or text

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    Daenon Janis

    @Cameron @Chris 

    You can do this by going into Admin > Channels > Talk > Numbers > Settings, you can enable the number for text.

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    Simon Tam

    Is it possible to get new tickets issued after some criteria when being texted from the same phone number? In my tests it appears all texts coming from that phone number are lumped into the same ticket or reopen's solved tickets. I'd like to be able to specify when a new ticket is generated when being texted from that same phone number.

    In my mind not radically different from when you receive new tickets from the same email address (but maybe different subject line)

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    Tim Rowell

    I have the same request as @Simon, is it possible to the system create a new ticket for texts?

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    Amie Brennan

    Hi Simon and Tim,

    You will need to look at creating a tag/trigger combo that you can use to close off tickets. Basically you will need to create a trigger that marks a ticket as closed, when a particular tag is applied. I've added an example below for you. 

    Your agents will then need to apply the tag manually to the ticket prior to saving when they come to the end of it. Alternatively, you can look at creating a macro which can apply the tag as well. The agent would then just simply need to run the macro before saving the ticket. 

    Doing this effectively marks the ticket as closed. When the end-user sends through a new text about a new issue, it would then create a new ticket. 

    This may not be ultimately ideal in regards to your own workflow. However this is the best workaround currently in light of the lack of separate automatic ticket creation for text conversations. 

    Hope this helps. :)

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    Jessica

    right now messages are coming in bottom of the queue. is it possible to be notified of the texts similar to a chat format?

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    Summer LIM

    Please make Singapore number available for Text function! It's painful to see the exact function I need but not being able to use it because of the region. 

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    Jessie Schutz

    Hey Jessica! 

    That's an interesting question...I'm not sure if that's possible or not. I'm going to see if I can find someone to answer this for you!

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    Patrick Bosmans

    Hey Jessica,

    Right now there is no window for Text like there is for Chat.  One thing some of our customers have done is create a view for Text.  You can create a View with the condition Ticket:Channel is Text.  At least then you have them separated and easier to organize.

    I hope this suggestion is helpful!

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    Esteban Saravia

    Can I send SMS messages to international numbers from a USA number?

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    Jessie Schutz

    Welcome to the Community, Esteban!

    Yes, I believe that you can! You can find a list of estimated prices here

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