Moving an SMS message to another thread

If a new SMS ticket is submitted to a queue, but that ticket is actually a reply to a previous exchange, you can move the entire ticket (question, answer, and all replies) to another ticket's thread. This can happen when a patron replies to an earlier SMS message from LibAnswers after the reply threading interval time limit has passed.

  1. Click on the question's Action () button.
  2. Select  Move to another thread from the dropdown menu.
  3. On the SMS Messages from this Number modal, select the previous ticket thread to move the ticket to by clicking the Make selected thread a reply to this ticket link.

Example of moving an sms ticket to another thread, part 1

Example of moving an sms ticket to another thread, part 2

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