SMS Line Management

Managing Your SMS Lines

The Capacity team will assist in getting your text-enabled lines set up within your organization's account. Once set up, they will show up on the Lines page within the SMS menu in Settings.

Line Assignment & Usage Strategy

Once your lines have been added to your account, Admins & Inbox Managers users have the ability to assign which users of the platform have access to use and read messages and reports from each line. 

There are a number of strategies for using line assignments as a way to manage your operations. For example:

  • You can text-enable your existing voice support line to a single queue for all users to select from.
  • You can acquire specific lines for different departments or types of support like billing, appointments, sales, etc.
  • You can give each of your users a dedicated line that only they use to conduct business.

In any of the scenarios, Admins & Inbox Managers will always have access to all of the lines. Only agent users can have their line access limited. This gives Admins & Inbox Managers the supervisory and complete visibility into all of the activity happening on the account lines.

Assigning Team Members

Navigate to the Lines page under the SMS menu in Settings. Once there, you will see a list of all of the existing text-enabled lines in your Capacity account. 

To assign which team members of your org should have access to a line, click on the line to go to the details page. From here, you will be able to add or remove users who have access to use the SMS line. 

Team members who have access to a line will have the ability to see conversations and create SMS campaigns using that line, based on their user role.

Tips

It is possible to dedicate specific lines to specific users or as mentioned above, enable access to specific lines to a group of your users. There are a number of potential benefits to using multiple lines, but the primary one is the flexibility it can offer your business. Some examples include:

  • Enable line-based routing to specific users/agents by using dedicated lines per user
  • Allow topic-specific line routing to one or a group of users to pick up off of a queue
  • Allow for specific response templates to be setup on specific lines
  • Only allow certain users to see conversations and interact with them on specific lines, but allow admins to see conversations across all

Editing Your Line

From the lines page, you can choose to enable or disable your line. Disabling a line does not deactivate it from service, it only removes it from display within the platform for use. Deactivating and deprovisioning an SMS line needs to be done with the assistance of the Capacity support team.

If you wish to edit the name of your line, you can do so from the Line details page.

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