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.