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.
- Click on the question's Action () button.
- Select Move to another thread from the dropdown menu.
- 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.