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Using SMS with call queues or auto receptionists in Zoom

ByCorporate Guider Home, Zoom

A phone user has the option to send or receive SMS messages using a phone number associated with a call queue or an auto receptionist (except for the main auto receptionist) if that option is enabled by an administrator. Using this feature, you can view SMS messages that have been sent to a group of users at the same time. When you reply to a conversation, you will prevent other members from replying to the same conversation as yours. If you would like to allow other members to reply to a conversation, you can also release it.

It is for example possible that all members can view SMS messages sent to the team’s direct phone number if the admin has set up a customer service team (call queue) in the system and has enabled SMS for it. The customer service team will receive a text message notification as soon as a customer sends a text message to the team. Whenever a customer has a question, any of the members are able to reply to them and assist them.

  Note: In order to be able to use this feature, you must own the Zoom Phone Power Pack add-on.

This article covers:

  • How to receive messages

  • How to reply to a message and claiming the conversation

  • How to release a conversation

Prerequisites for using SMS with call queue or auto receptionist phone numbers

  • Zoom Phone license (any license that includes Zoom Phone Pro features)

  • Zoom Phone Power Pack add-on

  • Zoom desktop client or mobile app, version 5.7.0 or higher

  • SMS set up for the call queue or auto receptionist by your admin

How to receive messages

In the SMS tab, you will see all SMS messages that you have received, just like you would on a regular SMS account.  To access SMS:

  1. Using Zoom Desktop or Zoom Mobile, you will be able to log in to your account.

  2. To access the Phone tab, simply click or tap it.

  3. The SMS tab can be accessed by clicking or tapping it.

It is possible to receive a notification based on the status of an SMS conversation in your SMS conversation settings if you have enabled notifications at the system level (Windows, macOS, Linux, Android, or iOS) as well as the SMS conversation settings.

  • A notification will appear when no one has replied to the conversation yet, or if you have replied to the conversation.

  • Whenever another member clicks Reply to claim a conversation, you will not be notified by any notifications.

How to reply to a message and claiming the conversation

It is possible for you to claim a conversation by responding to messages received by the call queue or the auto receptionist. A member cannot reply to a conversation that has already been started by another member. The conversation is still visible to other members of the group.

Note: Once 5 minutes have passed without activity, all claimed conversations will automatically be released. 

  1. Log in to the Zoom desktop client or the Zoom mobile app from your computer or mobile device.

  2. The phone tab can be accessed by clicking or tapping it.

  3. The SMS tab can be accessed by clicking or tapping it.

  4. The following steps can be taken to view SMS conversations associated with a call queue or an auto receptionist. It will appear below the caller ID of the sender that the display name of the call queue or auto receptionist will appear.

  5. You can reply to the conversation thread at the bottom of the page by clicking Reply.
    A pop-up notification will appear asking you to confirm your action.

    Note: If another phone user has chosen to reply, you will be notified in the conversation thread if they have chosen to respond, preventing you from replying as well. 

  6. You can confirm your response by clicking Reply.

  7. If you would like to leave a message, please do so.

  8. The message has been sent.

    • Desktop client: To launch the desktop client, press Enter on your keyboard.

    • Mobile app: Open the app and press the send button.

Learn more about SMS message and conversation options.

How to release a conversation

When you release a conversion, you are allowing other members to comment on the conversation and claim the conversion.

  1. Log in to the Zoom desktop client or the Zoom mobile app from your computer or mobile device.

  2. The phone tab can be accessed by clicking or tapping it.

  3. The SMS tab can be accessed by clicking or tapping it.

  4. It is possible to click tap an SMS conversation that belongs to a call queue or to an auto receptionist by tapping it. It will be displayed below the sender’s caller ID the name of the call queue or auto receptionist associated with the call.

  5. In the conversation thread, click the Release button at the top of the page.
    In order to confirm your subscription, you will receive a notification in the form of a pop-up.

  6. If you are sure you want to release the button, then click on it.
    In addition to being able to reply to the conversation, other members will also be able to participate. When another member replies to the conversation to claim it, the caller ID displayed to the other SMS participant will not be affected by the reply from another member.

All content and images credit goes to https://support.zoom.us

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