Customer agent for SMS conversations

What it is

You can assign customer agent to respond to incoming SMS conversations on your customer care SMS number in the help desk and inboxes. If a customer texts your support number with a question, customer agent responds right away and hands the conversation to a human rep when it can't resolve the issue.

Why it matters

Customers text support at all hours, and a message sent when no rep is online often waits until someone is back. With customer agent assigned to your SMS number, customers get a first response without a rep on standby, within the implied consent window. Your team can offer SMS as a support channel without staffing it around the clock.