Before your team can send or receive text messages, an admin needs to configure each phone number for SMS — this tells HappyFox which category to route incoming texts to and how to handle contact matching. This article walks through that setup.
Who can access SMS settings
SMS settings are only visible to users with the Manage Contact Centre SMS permission enabled under AI Contact Center. An admin needs to grant this permission before a user can view or edit SMS configuration.
Where to find SMS settings
- Go to the AI Contact Center >> SMS >> Phone Numbers & Routing.
- You'll land on a list of every number currently connected for SMS.
The list shows, for each number:
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Configuring a number
Click into a number to open its settings.
- Display Name — optional. If left blank, the phone number itself is used as the display name.
- Category — mandatory. The Help Desk category new SMS tickets from this number will be created in. All categories in your account are available for selection here, regardless of whether they're already used for other channels like email.
The reply channel available on a ticket is based on how the ticket was created — if a ticket in that category was created via email, only email replies are available on it; if it was created via SMS, only SMS replies are available. - Default Contact — mandatory. Determines which contact a new ticket is associated with when a phone number matches more than one contact in your account. Choose either:
- Newest Contact — associate the ticket with the most recently created matching contact
- Oldest Contact — associate the ticket with the earliest created matching contact
If the incoming number doesn't match any existing contact, HappyFox automatically creates a new contact with that number, using "Unknown" as the contact name.
What's next
Once a number has a category and default contact set, it's ready to receive texts. For how those texts turn into tickets — and what your agents will see when replying — see Working with SMS Tickets