On the new version of the Web TeleConsole the chatting and messaging functions are separate with a complete direct chat feature available for internal contacts.
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 a 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 referred 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.
When you compose a new message for external contact, 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 manage SMS numbers from your TeleConsole's profile.
If you don't see any SMS number available for selection, you need to speak to your administrator or contact us since SMS numbers are set up manually.
Keep in mind that an SMS number is different than your default phone number. Each is considered a separate channel of communication.