When you send a new message you will see that there is a difference between internal and external contacts. Internal contacts inside your company are marked with brown icon, while external ones are marked with a blue one. There is also an internal contact represented by a gray icon just for your call-center manager, also refereed to as ACD administrator.
When selecting contacts for a message, it's probably easier to remember that all internal contacts say chat under the name of the contact while external ones have a phone number.
This distinction between the two kinds of contacts is important to note. Internal messages, to fellow workers in your company or your call-center manager, will be handled like chat conversation - similar in manner to any other instant messaging app you use on you personal computer or smart phone. But messages sent to external contacts will be converted to an SMS - Short Message Service, also simply known as Text messages, and be sent directly to the client's mobile phone.
What this means is that an internal message, basically has two computers (or mobile devices) at each end of the conversation, both running the web or mobile version of the TeleConsole. But a message between you and an external contact has your computer at one end and a mobile phone at the other end. Since SMS messages are exchanged between two phone numbers, your TeleConsole must be set up with an SMS phone number to make this work.
When you compose a new message, you can click the menu button to the right of "New Message" to select your SMS phone number, or just examine it in order to provide it to clients. You can also select that number from the TeleConsole's settings.
If you don't see any SMS number available for selection, you need speak to your administrator or contact us since SMS numbers are set up manually.
Keep in mind that SMS number is different than your default phone number. Each is considered a separate channel of communication.