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Setting up SMS for call queues or auto receptionists (Power Pack) Follow

Overview

Account owners and admins can allow phone users to send or receive SMS messages using phone numbers associated with call queues or auto receptionists (except the main auto receptionist). This allows phone users to view SMS messages that are sent to a call queue or auto receptionist. Phone users can then reply to the conversation, which prevents other members from replying to the same conversation. They can also release a conversation to allow other members to reply.

For example, if you set up a customer service team (call queue) and enabled SMS for it, all members can view SMS messages sent to the team's direct phone number. When a customer texts the customer service team, all members will receive an SMS notification. Any member can reply to the customer to assist them.

After enabling this feature, you can customize which phone users that can send or receive SMS messages using phone numbers associated with call queues or auto receptionists:

  • Call queues: By default, All call queue members members (including managers) can send or receive SMS messages using numbers associated with the call queue. You can exclude certain members from receiving messages
  • Auto receptionists: You must select phone users to who can send and receive SMS messages using numbers associated with the auto receptionist.

This article covers:

Prerequisites

  • Zoom Phone license (any license that includes Zoom Phone Pro features)
  • Zoom Phone Power Pack add-on
  • Zoom desktop client for Windows or macOS, version 5.7.0 or higher
  • Users must have the Zoom Phone Power Pack add-on for you to set up the feature for them

Enabling or disabling SMS for a call queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Call Queues.
  3. Click the name of the call queue you want to edit.
  4. Click the Policy tab.
  5. Click the SMS toggle to enable or disable it.
  6. (Optional) If you enabling SMS, change these settings:
    • Allow International SMS: Allow users to send SMS to international numbers. See the frequently asked questions for SMS for more information.
    • Except for specific members: By default, all call queue members and managers can send or receive SMS messages using phone numbers associated with the call queue. Click View or Edit to disable this for certain members.

Enabling or disabling SMS for an auto receptionist

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Auto Receptionists.
  3. Click the name of the auto receptionist you want to edit.
  4. Click the Policy tab.
  5. Click the SMS toggle to enable or disable it.
  6. If you enabling SMS, change these settings:
    • Allow International SMS (optional): Allow users to send SMS to international numbers. See the frequently asked questions for SMS for more information.
    • Users: By default, no one can send or receive SMS messages using phone numbers associated with the auto receptionist. Click View or Edit to specify SMS members who can use this feature.