Configuring your queue's reply threading interval

To access a queue's SMS settings go to Admin > Queues > Edit Queue () icon for the queue > SMS tab.

Unlike emails, SMS messages contain little to no metadata. This makes it difficult to determine if a patron's SMS message is really a new ticket, or a reply to previous one. As a result, LibAnswers will use your Reply Threading Interval to determine whether or not a message should create a new ticket, or be added to the thread of an existing one. If a patron sends a message within your chosen interval, it will be added to the thread of their most recent message.

For example, let's say you set your Reply Threading Interval to 24 hours. If a patron sends a message at 10:00 am and you send a reply at 11:00 am, any message received from that patron by 11:00 am the following day will be added to that ticket's thread. Otherwise, it will be treated as a new ticket.

To adjust this interval:

  1. Select your desired timeframe from the Reply Threading Interval dropdown. You can choose from:
    • 0 hours (if you select this option, all SMS messages will be treated as new tickets)
    • 1 hour
    • 3 hours
    • 6 hours
    • 12 hours
    • 24 hours
  2. Save your changes

Example of the message reply threading option

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