Set up the Conversational SMS service channel

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • Configure the Conversational SMS service channel store app.

    Avant de commencer

    Role required: admin

    Procédure

    1. Navigate to the service channel settings through one of the following navigation paths.
      • All > Advanced Work Assignment > Home.

        In the Essential settings section, select Set up service channels.

      • All > Advanced Work Assignment > Service Channels.
    2. Select the SMS service channel.
    3. On the Service Channel - SMS screen, select the Active check box to activate the service channel.
    4. Because the SMS group has no users by default, manually add users to the SMS group.
    5. Navigate to All > Advanced Work Assignment > Home.
    6. In the Additional settings section, select Set up presence states.
    7. In the Name column, click Available.
    8. On the Presence State - Available screen, select SMS in the Available column.
      Presence State screen
    9. Select the right-pointing arrow to move SMS from the Available column to the Selected column.
    10. Select Update.