View the configured long code and short code SMS numbers from which you can send SMS messages to customers, on the Codes tab.
Assign the SMS numbers to specific services, using the Codes tab.
View the names of the active agents who can access the SMS channel, on theAgentstab.
View the SMS settings for all services, on theServicestab.
Accessing the SMS Channel Window
To access the SMS Channel window, on the Configure tab of the LiveVox Portal (LVP), click SMS > SMS Channel.
The SMS Channel Window
The following table describes the columns that appear on the tabs in the SMS Channel window.
Codes
Column
Description
Name
Name that indicates the use of the SMS number.
SMS Code
SMS number used to send and receive SMS messages.
Description
Description of the SMS number.
Agents
Column
Description
Logon ID
Login ID of the agent who can access the SMS channel.
First Name
First name of the agent.
Last Name
Last name of the agent.
Last Login
Date and time when the agent last logged in to the Agent Desktop.
Active
Checkmark to indicate that the agent is active.
SMS
Checkmark to indicate that the agent can access the SMS channel.
Voice
Checkmark to indicate that the agent can access the voice channel.
Email
Indicates through a checkmark if the agent can access the email channel.
Chat
Indicates through a checkmark if the agent can access the chat channel.
Services
Column
Description
ID
ID of the service associated with the SMS channel.
Name
Name of the service.
Inbound SMS Code
Short code or long code for routing inbound SMSes to the service.
SMS Opt-In Message
Message displayed in the SMS when an SMS campaign is launched for the service.
Inbound Message
Inbound message template for inbound SMSes.
SMS Compliance Enabled
Indicates through a checkmark if the SMSes sent to customers comply with the policies in the profile assigned to the service.
SMS Consent Required
Indicates through a checkmark if the customer's consent is required for sending an SMs to the customer.
If you want to modify the SMS channel information, contact the LiveVox Customer Care Team.
Assigning an SMS Number to Services
You can assign an SMS number to specific services so that only the assigned SMS number is available to the agents logged in to those services when the agents send an SMS message (transactional).
When an agent responds to an SMS, by default, the SMS number used in the response is the same as that associated with the original SMS thread; the agent cannot modify that SMS number.
To assign an SMS number to services:
On the Configure tab of LVP, click SMS > SMS Channel. The SMS Channel window appears.
On the Codes tab, double-click the row displaying the SMS number that you want to assign to services. The SMS Channel pop-up window for the selected number appears.
In the Available Services section, select the services to which you want to assign the number.
You can select all services together by clicking Assign All in the Available Services section.
The selected services appear in the Assigned Services section.
Click Save. The SMS number is assigned to the selected services.
