Setting up call queue or auto receptionist SMS in Zoom
In the area of account ownership and administration, owners and admins are able to enable SMS messages to be sent or received using phone numbers that are associated with phone queues or auto receptionists (except the main company number). There is a feature on the phone that allows users to view SMS messages that were sent to call queues or auto receptionists. The option of replying via your phone is provided to users in order to prevent other members of the conversation from replying to the same conversation in the future. Additionally, they are able to release a conversation in order for other members to be able to participate in that conversation.
As long as you set up a customer service team (call queue) for it and enable SMS messaging for it, all members of the customer service team will be able to receive SMS messages sent to the direct phone number of the customer service team. The customer service team will receive an SMS notification as soon as a customer texts one of its members, so that they can respond as soon as possible. Any member of our team will be able to assist the customer in order to provide them with the best assistance they need.
The following list of phone numbers can be used to send or receive SMS messages based on whether they are associated with call queues or auto receptionists after you have enabled this feature:
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Call queues: By default, Members of all call queues (including managers) are able to send and receive SMS messages using the number associated with the call queue in which they are enrolled. If you do not want certain members to receive messages from you, you can exclude them
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Auto receptionists: In order for the auto receptionist to receive SMS messages, you will need to select which phone users can send and receive the messages using the associated numbers.
This article covers:
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How to enable or disable SMS for a call queue
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How to enable or disable SMS for an auto receptionist
Prerequisites
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Zoom Phone license (any license that includes Zoom Phone Pro features)
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Zoom Phone Power Pack add-on
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Zoom desktop client for Windows or macOS, version 5.7.0 or higher
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Users must have the Zoom Phone Power Pack add-on for you to set up the feature for them
How to enable or disable SMS for a call queue
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Zoom’s web portal can be accessed by signing in.
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Choose the Phone System Management option from the navigation menu, and then select Call Queues from the list.
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You will be able to edit the call queue once you have clicked on its name.
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On the Policy tab, click the Edit button.
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The SMS toggle can be toggled on or off by clicking the button.
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It is optional for you to change these settings if you wish to enable SMS:
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Allow International SMS: The user will be able to send SMS to international numbers through this application. If you would like to learn more about SMS, please refer to the frequently asked questions.
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Except for specific members: By default, all members and managers of a call queue are able to send or receive SMS messages by using the phone number associated with the queue. If you wish to disable this feature for certain members, you can click View or Edit.
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How to enable or disable SMS for an auto receptionist
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Zoom’s web portal can be accessed by signing in.
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Select the Phone System Management option from the navigation menu and click on the Auto Receptionists option.
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The auto receptionist that you wish to edit can be selected by clicking the name of the auto receptionist.
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Go to the tab named Policy and click on it.
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The SMS toggle can be toggled on or off by clicking the button.
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It is recommended that you change the following settings if you are enabling SMS:
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Allow International SMS (optional): The user is given the option of sending SMS to international numbers. If you would like to know more about SMS, please take a look at the frequently asked questions.
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Users: The auto receptionist does not allow SMS messages to be sent and received from phone numbers associated with the auto receptionist by default. In order to specify which SMS members are allowed to use this feature, click on View or Edit.
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All content and images credit goes to https://support.zoom.us