SMS to email or ticket

Christina Dechent
Christina Dechent
  • Updated

One of babelforce's most basic but also very useful use cases is the option to receive and send text messages and either forward them as an email or create a ticket.

Especially the latter case can come in very handy: for most help desks you can use the option to keep an SMS conversation alive. For example, if you have a conversation with one customer using more than one text messages, 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.

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Achieving this integration is very easy. These are the steps you need to follow:

  • First, you need to get an SMS enabled number. Please get in touch with the babelforce team for purchasing one
  • Second, you set up global Automations that

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