Once you have successfully set up the SMS Channel on your PBXware system, you gain the ability to handle SMS communication directly through your PBXware environment. This enables your business or contact center to manage text messaging with the same flexibility and control you already have over your voice channels.
Below is an overview of how the SMS Channel is used in practice after configuration.
Customers can reply to SMS messages or send new SMS messages to your business number if it is SMS-enabled. These inbound messages are routed through the SMS Channel and delivered to the designated extension, agent, or group within PBXware.
Use cases for inbound SMS:
Customers are replying to appointment confirmations.
Receiving customer queries or support requests via text.
Allowing customers to opt-in or respond to campaigns.
SMS Conversations in gloCOM
When integrated with gloCOM, agents can view and manage SMS conversations alongside voice calls, chats, and other interactions. This unified interface streamlines communication and ensures no message is missed.
Agents can:
See full conversation history.
Reply in real time.
Transfer SMS conversations to other agents if needed.
The received SMS message will appear in the 'Unassigned Chats' or it will be assigned automatically to the Agent.
Chatbot integration
SMS channel can point to the Chatbot, where the customer can choose a desired option.
Example of Chatbot setup within the PBXware:
When the customer sends the SMS it looks as follows:
On the Agent side, it looks as follows:
Reporting and Logging
All SMS activities are recorded within PBXware, making it easy to track usage, review communication history, and generate reports for management or compliance purposes.
Benefits
Improved Customer Experience: Customers can choose to communicate through their preferred channel.
Higher Reach: SMS can be used where calls are not practical.
Better Agent Efficiency: Agents can handle multiple SMS chats simultaneously.
Audit Trail: Full logging ensures transparency and accountability.
Conclusion
The SMS Channel expands PBXware’s capabilities, enabling modern, flexible customer interactions. Once set up, it becomes a valuable addition for businesses aiming to enhance their customer engagement and provide seamless multichannel communication.