One of babelforce most basic but also very useful use cases is the option to receive and send text messages and have them either forwarded as an email or have a ticket created.
Especially the latter case can come in very handy: for most help desks you can use the option to keep a SMS conversation alive. So if you have a conversation with one customer over more than one text message, babelforce will not create a new ticket for each new incoming text from the same number but the platform will update the original ticket for a given time. You can decide yourself how long such conversations can go on. Also, integrating babelforce with a ticketing system is very useful as SMS tickets will be attached to the user if the customer's number is known in your system.
Achieving this integration is very easy. The steps you need to follow:
- First, you need to get a a SMS ready number. Please get in touch with the babelforce team for purchasing one
- Second, you set up global events that