Send a message

A message can be sent as an SMS and/or e-mail as long as you have access. Both are optional features that require separate setups. If you don’t have access to send either SMS or e-mail, the “Send message” button is hidden.

To send a message to a given number or e-mail address, you can click on the “Send message” button in the Contacts tab (also works for the Switchboard tab) and enter the phone number and/or e-mail address, together with the message. You can also search for a contact and click on the belonging to “Send message” button.

Agents can use pre-defined templates when sending messages to contacts. Templates are defined by the Administrator in Users > Products > Message templates. 

Template variables can dynamically pull data from the current context (such as phone numbers, agent names, or other relevant fields) and insert it into message content. The switch-button "Show only fully compatible templates" hides templates with variables not available in the current context. 

If you have access to both send messages as SMS and e-mail, you can choose to send the message as one or both.

When in an incoming call, the “Send message” button will also appear in the calls request tab.