Overview
The SMS Routing tab gives Admins control how inbound SMS conversations are distributed to Agents within a Campaign. The SMS Routing settings allow Admins to define routing logic, message processing order, agent workload limits, and permission-based behaviors that determine which agents receive SMS messages and how those conversations are handled. Proper configuration of SMS routing ensures balanced agent workloads, consistent lead handling, and efficient response to inbound SMS interactions.
Contents
SMS Routing Tab
- Click the Call Center main menu.
- Click the Campaign menu option.
The Show Campaigns page will open.
- Open the Campaign Settings page for an SMS Campaign.
- Click the name of the Campaign or click the drop-down in the Action column and click the Settings option.
- Note: The Campaign Type column shows what type of Campaign it is, look for one that says SMS.
- Click the name of the Campaign or click the drop-down in the Action column and click the Settings option.
On the Campaign Settings page, click the SMS Routing tab.
On the SMS Routing tab, configure the settings in the Agent Settings section.
The first setting determines the logic for how SMS text messages are routed to Agents.
SMS Routing Method Options
-
Random
Routes inbound SMS conversations to a randomly selected available agent. -
Evenly Distribute, Prioritize Agents w/ Longest Last Message
Distributes inbound SMS conversations evenly across agents, while prioritizing agents who have waited the longest since their last SMS message. -
Agent Waiting Longest Since Last Message Finished
Routes inbound SMS conversations to the agent who has been waiting the longest since completing their most recent SMS interaction. -
Agent User Level
Routes inbound SMS conversations based on agent user-level. -
Agent Campaign Skills
Routes inbound SMS conversations based on agent campaign skill assignments. Only agents with matching skills are eligible. -
Fewest Campaign Messages
Routes inbound SMS conversations to the agent who has handled the fewest SMS messages within the campaign.
Configure the remainder of the SMS Routing settings.
SMS Routing Settings
| Setting Name | Description | Example Behavior | Impact |
|---|---|---|---|
| SMS Routing Method | Determines how inbound SMS conversations are assigned to available agents. This setting defines the logic used to select the next agent when a new inbound SMS message is received. | If set to Agent Waiting Longest Since Last Message Finished, the system routes the message to the agent who has been idle the longest since completing their last SMS conversation. | Directly controls agent selection logic. Different routing methods can prioritize fairness, workload balance, or responsiveness. |
| Inbound Message Order | Defines the order in which inbound SMS messages are processed and delivered to agents. | When set to Newest Messages First, the most recent inbound SMS is routed before older unread messages. | Affects which inbound messages enter routing first, especially when multiple inbound messages arrive close together. |
| Attempt to Send to Previous Agent | When enabled, the system attempts to route inbound SMS messages to the same agent who last handled the conversation. | A lead replies to an earlier SMS. The system routes the message back to the original agent if they are available and within limits. | Prioritizes agent–lead continuity. If the previous agent is unavailable or at capacity, standard routing rules apply. |
| Max Open Inbound SMS Conversations per Agent | Sets the maximum number of active inbound SMS conversations an agent can handle at one time. | If set to 5, an agent with five active SMS conversations will not receive new inbound messages until one is closed or completed. | Limits agent eligibility for routing. Once the limit is reached, inbound messages are routed to other eligible agents. |
| Allow Scheduling Callbacks | Allows agents to schedule callbacks via SMS conversations. | An agent schedules a callback after a lead requests a phone call in an SMS interaction. | When enabled, agents can schedule callbacks directly from SMS conversations, allowing follow-up voice calls to be planned from SMS interactions. |
| Disable Altering Lead Data | Restricts agents from editing lead data fields while handling SMS conversations. | When set to Yes, agents are prevented from editing lead data fields while handling SMS conversations. Useful for restricting data changes during messaging workflows. | No impact on routing. Controls agent permissions during SMS interactions. |
| Disable Altering Phone Numbers | Restricts agents from modifying lead phone numbers during SMS conversations. | When set to Yes, agents cannot modify phone numbers associated with leads during SMS interactions | No impact on routing. Helps maintain phone number integrity and compliance. |
Once all settings are configured accordingly, click the blue Apply Changes button in the bottom-right.