Page 49 - Email Support Playbook

SMS- Text Messaging

What is SMS?

SMS stands for Short Message Service. Simply put, it is a method of communication that
sends text between cell phones, or from a PC or a handheld to a cell phone.
The “short” part refers to the maximum size of the text messages: 160 characters which
include letters, numbers and or symbols. It has grown to include multimedia messages
(known as MMS) containing images, videos, and sound content, as well as ideograms known
as emoji.

Expectations & Guidelines

In order to deliver the best customer experience for our dealers, we ask that you adhere to
the following guidelines:

1. Only work up to two sessions at a time which could be one of these combinations: (1)
SMS text and (1) Chat at a time.

2. After 3 back and forth interactions with the dealer, the CSR should request to call the
dealer and move the conversation to the phone.

Exception: A request to call the dealer should be made after the first interaction
for messages regarding product information and detailed trouble-shooting or any
inquiry that normally requires detailed fact finding and clarification.

3. Every text must be related to a case. A new case can either be created or the text can
be related to an existing case.

Accessing Omni Channel (for SMS)

1. From the Console footer click on the Omni Channel app.
2. Change the status from Offline to Online.
3. When a new SMS is in queue, it will pop in the screen. Click Accept to begin the

conversation.