Configure SMS workstream
Similar to all communication channels in Omnichannel for Customer Service, you need dedicated SMS workstreams attached to the SMS channels that representatives and customers are communicating through. Workstreams are created in the Customer Service admin center.
Like other workstreams, SMS-related streams need the following information:
Name - Simple name that is used to identify the workstream.
Type: Type of channel communication that the workstream will process. For SMS channels, set the type as Messaging.
Channel - The communication channel type for the workstream. This option is set to SMS.
Work Distribution: Defines how work items from this workstream are assigned to representatives. You can select either:
Push: Conversations are assigned to representatives automatically based on capacity and presence.
Pick: Conversations go to the open work items section of the agent dashboard. Representatives pick the conversation they work on.
Fallback queue: Defines which queue to route items to by default if that conversation isn't automatically routed to another queue.
