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 (ACD Admin), will be handled like a chat conversation - similar to any other instant messaging app you use on you personal computer or smart phone. They appear in your list of messages marked with a icon.
But messages sent to external contacts will be converted to an SMS - Short Message Service (or MMS if it contains any media), also simply known as Text Messages, and be sent directly to the client's mobile phone number. They appear in your list of messages marked with a icon.
What this means is that an internal message, basically have two computers (or mobile devices - a tablet or smart phone) at each end of the conversation. But an SMS message between you and an external contact has your computer at one end and a mobile phone number at the other end.
Since SMS messages are exchanged between two phone numbers, your TeleConsole account must be set up with an SMS phone number to make this work. It is SMS number associated with a VoIP account rather than with an actual mobile phone. The recipient may be real mobile number or also one associated with a VoIP account. Regardless, two SMS numbers are required.
When you compose a new message for an 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 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.