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LibChat (SMS): Claim and reply to SMS messages and tickets from the LibChat dashboard

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Claim and reply to SMS messages

From the Chats tab, you can view, claim, and reply to SMS messages sent to your monitored queues directly within LibChat without having to leave the chat dashboard

​Just like with chats submitted through your LibChat widget, each new SMS message will appear in the Patron Chats list when they arrive (you'll also receive notifications if you have them enabled in your settings). Outside of LibChat, these will still be listed in your queue's tickets and be viewed via your LibAnswers dashboard and/or Knowledge Base Explorer.

Note: LibAnswers Admins can toggle the Hide Patron SMS Numbers setting in the System Settings to show or hide the SMS number for patrons in the details of the tickets that have been submitted.

The SMS number will not be visible for a ticket being answered on the LibChat dashboard, but can be seen when viewing its ticket page.

To claim and reply to SMS messages:

  1. SMS messages will have a phone icon (). Click on a ticket to view its details.

Viewing a new SMS ticket

  1. Click the Claim Ticket button to claim the ticket and begin replying.

Claiming an SMS ticket

  1. Enter your message in the text box.
    1. To insert one of your canned SMS messages, click on the Canned Messages button.
    2. To find and insert a link to an FAQ in your knowledge base, click on the FAQ.
  2. Click the Send Message button.

Sending an SMS message

Claim tickets

From the Tickets tab, you can view and claim tickets that arrive in the queues you're monitoring. This includes tickets submitted via a question form or email.

When you're on a different tab (such as the Chats tab) and a new ticket arrives, a red indicator dot will appear in the Tickets tab (you'll also receive notifications if you have them enabled in your settings).

The Tickets tab with the red dot indicator displaying

To claim tickets:

Under the Patron Tickets section, you'll see a list of the tickets that arrived in the queues you're monitoring. At a glance, you'll be able to see the ticket's question, the time it was received, who (if anyone) answered it, and its queue & source.

  1. Question form and email tickets will have an envelope icon ().
    • Click on a ticket to view more details, including data from custom question form fields and the user agent information.
  2. If the ticket has not yet been claimed, you will have the option to claim it right from the dashboard (this will open the ticket in a new window).

Viewing and claiming a ticket from the dashboard