Configure SMS channels

Note: This section is applicable to 8x8 Contact Center administrators only.

8x8 provisions SMS as well as voice+SMS channels. Note that SMS phone numbers that support both voice and SMS are only available in the US and Canada. Once the channels are provisioned, you see them in the Contact Center Configuration Manager application. As a next step, you need to configure these channels to receive SMS messages from customers and route them to available agents based on interactive response rules and agent skills.

Follow the steps to configure an SMS channel:

With these steps complete, the SMS channel in your contact center is now set up to process SMS interactions.