Choose whether the SMS agent keeps replying after you text a customer, set the default per agent, and hand a conversation back.
An SMS agent answers your customers by text. Sometimes a person on your team needs to step in, for example to confirm a time from a Workiz job or to answer a question the agent should not. When you text a customer from an SMS agent's number, you choose what the agent does next. Each agent has a default, which you set.
crm:contacts:edit), which the Member and Manager roles carry.You can text a customer from three places:
In the text dialog, when the From number belongs to an SMS agent, a choice appears under the message: After you send, <agent> should…
| Choice | What happens |
|---|---|
| Keep replying | The agent answers the customer's next text as normal. Use it when you are dropping in one message. |
| I'll take it from here | The agent stays quiet with this customer on this number. Their texts are still kept on the conversation, and you are told when they text (in the app and by email, as your notification settings say). |
The choice starts on the agent's default, or on I'll take it from here if someone already took the conversation over. A line under the choice says which, and, if you can edit SMS agents, Change the default opens the agent's setting in a new tab. With I'll take it from here picked, the button reads Send and take over. If you schedule the text with Schedule (optional), the choice is not offered. A text that has not gone yet does not change what the agent does.
The choice is recorded only once the text has gone. A text that fails changes nothing.
Keep replying is what every agent did before this setting existed, and it is the default. With Stay quiet with that customer, the text dialog starts on I'll take it from here. You can still pick the other option for any one text.
While the agent is quiet with a customer, their SMS conversation shows an amber line. It says who took the conversation over and when, and links the Workiz job when it started from one. Select Hand back to the agent and the agent answers that customer's next text as normal. Texting with Keep replying does the same.
The choice does not appear in the text dialog. The From number is not an SMS agent's number, or the text is scheduled. Pick the agent's number, or send it now.
A customer texted and nobody answered. Someone took the conversation over. Open the customer's SMS conversation: the amber line says who. They were sent a notification; check their notification settings under A customer you took over by text replied.