Engage Voice | Sending an outbound SMS message

Contact Center SMS (Short Message Service) is an inbound and outbound text messaging solution. Depending on your permissions, agents will also have access to sending outbound SMS text messages. 
The SMS capability routes only through Engage Voice, and not the Omni-channel solution, and will not work with phone numbers provisioned by RingCentral Office.

Sending outbound SMS messages

1. Navigate to Chat via the chat dialog icon in the left-hand navigation bar.
2. Click the New outbound SMS text at the top of the Chat menu to open the New outbound SMS window.
3. Type the number to which you’d like to send the text in the Dial destination setting.
4. Pick the chat queue from which you want to send the text message.
5. Pick a caller ID number from the Caller ID dropdown.
6. Click New SMS to start a new text message.
7. Type your message in the chat message field at the bottom of the chat screen.
8. Press Enter or Return on your keyboard to send the message.

New outbound SMS settings

  • Dial destination: This is the destination number to which you will send the text message.
  • Queue: This is the chat queue from which the outbound text message is sent.
  • Caller ID: This is the number the recipient of the text message will see.
Note: your administrator must first configure the chat queue and caller ID so these settings will be available for you.
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