Chat Desk User Guide

Send 1-way SMS

Note that 1-way SMS communication is not allowed in certain countries (e.g. USA), and this functionality will therefore not be available to customers in those countries
The 1-way SMS capability is only relevant to engagement with customers via WhatsApp.
It can be used to:
  • Provide an end-user with the information they have requested after a chat has ended
  • Prompt the end-user to initiate a conversation via a channel that connects them to an agent on Chat Desk
You can only send these 1-way SMS messages to customer numbers that have been verified. To verify a number, click the 'Send OTP' button in the Profile tab on the right. Enter the phone number you want to verify, and click 'Send OTP'.
The customer will be requested to enter the OTP in the channel to verify their number. (Your text field will be populated by an automatic response - simply press Enter to send.)
Once the number has been verified, you can send an SMS by selecting the 'Send SMS' button on the top right of the chat header.
You can also initiate the process via the "Start Chat" button in the text box area (see below).
You will be presented with an option to send a WhatsApp or an SMS. If a user's number is verified, you will be allowed to send an SMS to an end-user to initiate a conversation. The character limit is 160 per SMS.
This is a 1-way SMS, an end-user will not be able to reply via SMS to the Agent Desk.