Page 50 - Email Support Playbook

4. A new tab will pop and display the following information:

a. SMS Conversation (inbound and outbound)
b. Account and Contacts related the phone number
c. Any open cases related to the account/contact if it is a one-to-one match

5. In the SMS message screen you can write a message back to the dealer or use the
predefined messages – Click Send.

6. Every SMS transaction MUST be related to a case. Create a new case for the SMS
transaction from the case workspace.
a. Relate the Account/ Contact
b. Fill in all the required fields and select a case resolution
c. Click Save (message will appear at the top that a case was created)
d. The SMS messages will appear in the SMS Engagement related list under the
„Other Related Lists‟ tab

7. If the phone number is not associated to a SMS Recipient, click on the SMS
Recipient Name and relate the phone number to an account and contact.

Note

If there is no SMS activity for 30 minutes the SMS
Engagement transaction will be automatically
disconnected.