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.

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
  • either send an email
  • or create a ticket in your system