Set up the Conversational SMS service channel

Configure the Conversational SMS service channel store app.

Before you begin

Role required: admin

Procedure

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.
   
9. Select the right-pointing arrow to move SMS from the Available column to the Selected column.
10. Select Update.