To initiate an SMS Conversation from within MSP Process portal following the instructions below: 

Go to Ticketing -> PSA Ticketing as shown below and click the three dots next to any open ticket at the far right and choose Add SMS Channel. 

Click on the View Icon shown below to see the details about the ticket and SMS chat.

Our SMS Conversation templates allow you to create templates for use when creating a ticket and enabling SMS. 

Click on SMS -> SMS Conversations as shown below.

From templates you can Add, Edit, Clone or delete existing templates. 

Adding an SMS Channel allows you to create a ticket and enable an SMS chat between you and the contact for the company. 

** IMPORTANT NOTE ** The system will use the ticketing defaults that are setup for that SMS Channel so that you don't have to select them each time. This allows you to generate tickets more quickly with less selections. 

To enable an SMS Channel go to Messaging -> SMS Channels

Click Add at the top right

Once you click Add then select the Company, Contact and a template or manually type in your subject and message. You can also create templates and use those for faster ticket creation. 

Our SMS Channel Configuration Options give you control over how you interact with your customers over SMS. For instance you may not want to allow them to send inbound SMS to create a support ticket depending on your workflows. In this case you can initiate the first SMS and allow the user to respond. Most MSPs are going to a two-way approach allowing their customers to send in tickets this way. It improves time to resolution by allowing customers to communicate on a platform they use all day long, SMS. 

How to Configure SMS Channels

Go to Messaging -> Configurations -> Add

CRM - Choose the PSA you intend to use that you've already setup under integrations. If you are an MSP or provider with more than 1 PSA you can utilize multiple ones and setup separate configurations for each. 

CRM Defaults - Choose your PSA Defaults that the system will use when a user sends in a ticket it will route to the board/queue with proper settings you've selected. 

Phone Number - Select one our avaialble phone numbers or request a new number with your own area code to use. This number can be utilized to send outbound SMS and receive inbound SMS to automatically generate tickets. 

Notification Group - Our Notification groups can be setup for On Call Scheduling to notify the technician on call via Email, SMS, Phone Call and Mobile App (coming soon). 

Allow Users to Create Channels - This allows your customers to send an SMS to your phone number above to generate a ticket and SMS channel. 

Confirm Messages to User - This setting means anytime a user sends in a message, they receive a confirmation text that the system received it and the ticket was updated. The system will by default send them back a message with their ticket info and instructions on the first SMS back to the user. 

Put Channels link to ticket - This adds a link to the SMS chat in MSP Process right into the ConnectWise ticket so the technician can easily click right into the SMS chat.