You can set up a conversation queue through several channels such as SMS, Email, Facebook, Google, Live Chat, WhatsApp.To create an SMS conversation queue, you must order a number for the queue. Incoming messages will then be grouped and routed to specific team queues.
Procedure
- Click on Advanced then click on Team Queues
To add a new queue, click on Create Conversation Queue
- In the Channel field, select SMS
- Enter the name for the queue in the Name field
- To order a number, click on Select a number
- Select how you want to find a number. You can find a number by Area Code, State, or Zip. Click Search and once a selection is made Click on Order
- (Optional) Select a Stream
- Select Team Members or Invite New Team Member
- Click on Save
