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How to Send an SMS from Your ACD Agent Group

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April 27, 2023

An Automatic Call Distributor (ACD) is a telephony system or software application used in call centers and contact centers to efficiently route and manage incoming calls. The primary purpose of an ACD is to distribute incoming calls to the most appropriate and available agents or employees, ensuring that callers are connected to the right person or department to address their needs effectively. Find out how you can send an SMS from your Vodia ACD agent group.

Hamlet Collado

Basically, if you have SMS setup with a Vodia-supported provider, you can deploy two or more options based on the announcement and receive an instant text from the customer; the customer can stay on the line while they explore some of their options (while the call is in queue for the next operator). 

In the ACD account, navigate to Caller Setup, then to caller option: select a drop-down option - in this case, to send a text message and enter your Web server https://pizza.com/delivery

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