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.
Absolutely! Here's a simplified explanation turned into user-friendly documentation that anyone can understand:

SMS - Phone Number Format Guide

This system accepts a wide variety of phone number formats. It’s designed to be flexible, so you don’t have to stress about formatting your number perfectly. Here’s what you can include:

✅ What You Can Enter

1. Country Code (Optional)

• You can start with a country code, like:
  • +1 (USA/Canada)
  • +44 (UK)
  • 91 (India – with or without the +)
• It’s optional — you can skip it if you're entering a local number.

2. Area Code (Optional)

• You can add an area or city code (usually 2–3 digits).
• It can be inside parentheses like (415) or just written plainly: 415.

3. Main Number

• This is the actual phone number.
• It typically has 2 or 3 digits, followed by 2 to 4 more digits.
  • Examples: 555 1234, 55-1234, 555.1234

4. Extension (Optional)

• You can add an extension at the end, using things like:
  • x123
  • -789

5. Separators Are Flexible

• Use spaces, dashes (-), dots (.), or parentheses.
• The system will still understand your number.

✅ Example Valid Inputs

• +1 (415) 555-1234
• 415-555-1234
• +91 98765 43210
• 555 1234 x123
• (020) 7946 0958

❌ What Not to Do

• Don’t include letters or special symbols (like @, #, etc.)