Inbound SMS to Chat allows you to publish an SMS enabled number to which you can send text messages. This is done by mapping SMS enabled numbers to chat queues so that any text messages sent appears in the CCA in the same manner as a regular chat appears. The customer’s mobile number from which the text message is sent is displayed on the CCA for the agent to see; this number is displayed on the agent’s CCA as are all text messages sent by the customer. Agents can read and reply to these text messages in the exact same manner as they interact with customers via chat.

To use Inbound SMS to Chat, you require a subscription to an SMS enabled number from Twilio that is pointed to the Cloud Contact Center service. Your SMS number subscription and text messaging usage fees will be billed to you directly.

The following must be completed for Inbound SMS to Chat to work:

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