Agent Text Management

How does an agent know a text has been received in ACE?

A primary agent will see an alert in the toolbar within a few seconds of a new text message being received. Only messages from phone numbers that have been linked to an account will show up with Alerts for primary agents.

How does an agent view a text that has been received?

The Alerts dropdown will list the texts assigned to the agent while logged in that may need to be responded to.

After selecting an alert message from the drop down list, the agent will be linked to the account page’s Text Log where they may select, view and respond to each inbound text message linked to the account.

How does an agent respond to a text that has been received?

While viewing a text log, the agent may select a templated text message to use, preview the text in the Message window and click “Reply” to send it to the consumer. The text log can be accessed by selecting an alert or from an account sidebar.

With the appropriate permission, an agent may have the option to add text to a template or write a different message before clicking “Reply” to send the message.

How can agents be prevented from customizing responses to texts?

There is a permission associated with the ability to customize text responses. To limit agents to templated responses, ensure the agent's user permission roles do not include the TEXT_MESSAGE_CUSTOMIZE permission.