Configure SMS chat

This page shows how to configure deflections and greeting messages for SMS chat.

Set SMS chat deflections

If your administrator has enabled this capability, you can configure your own SMS chat deflection settings using the agent adapter. For information about enabling agents to configure SMS settings, see Direct SMS numbers .

To set SMS chat deflections, follow these steps:

1. In the CCAI Platform portal, click Chat. The chat adapter appears.

2. Click more_vert Options > Agent SMS deflections. The Agent SMS deflectionspane appears.

3. Click After hours deflection. The After hours deflectionpane appears.

4. Click the After hours deflectiontoggle to the on position.

5. To configure chat availability hours, do the following:

   1. Click Chat availability hours. The Chat availability hourspane appears.

   2. To configure the time zone, do the following:

      1. Click Time Zone. The Time Zonepane appears.

      2. Click the time zone that you want.

      3. Click chevron_left Backto return to the Chat availability hoursscreen.

   3. For Days and hours of operation, select one of the following:

      • 24 hour operation. This indicates that you're available 24 hours a day.

      • Weekdays / Weekends. Select whether you're available on weekdays, weekends, or both. Then configure your times of availability.

      • S / M / T / W / T / F / S. Select the days that you're available, and then configure your times of availability.

   4. To set the holidays that you observe, click Holidays to Observe. The holidays that your company observes appear, organized by country. Do one of the following:

      • To make yourself unavailable for all of a country's holidays, select the checkbox for that country.

      • To make yourself unavailable for only some of a country's holidays, do the following:

        1. Click expand_more Expand more.

        2. Select the individual holidays that you're unavailable for.

   5. Click chevron_left Backto return to the Chat availability hourspane.

   6. Click Save chat availability hours.

   7. Click chevron_left Backto return to the After hours deflectionpane.

6. In the Messagefield, enter your after hours deflection message.

7. Click Save after hours deflection.

Set SMS chat greeting messages

If your administrator has enabled this capability, you can configure the greeting message that displays to an end-user when they contact you with an SMS chat. For information about enabling agents to configure SMS chat greeting messages, see Direct SMS numbers .

To set a SMS chat greeting message, follow these steps:

1. In the CCAI Platform portal, click Chat. The chat adapter appears.

2. Click more_vert Options > Agent SMS messages. The Agent SMS messagespane appears.

3. Enter a greeting message in the text field.

4. Optional: To prevent your greeting message from being sent after hours, click the Skip greeting message after hourscheckbox.

5. Click Save SMS messages.