Intelligent SMS Routing

While incoming SMS messages can be routed in several ways, Telzio automatically attempts to route messages to the user with whom the customer already has an open conversation.

This allows you to keep conversations with your customers flowing, even when they are texting your main number, and avoid cases where multiple agents respond to the same incoming message.

The feature also allows you to reassign open conversation threads to other team members, write notes and even tag them.

It's important however, to understand how this routing works so you get the most out of your Telzio phone system and this powerful feature.

Please Note

As long as an SMS Thread is open, any subsequent messages are delivered into that thread, and the Inbound SMS Destination for the given phone number is ignored. See this section for more details.


What is an SMS Thread?

An SMS Thread is defined as a series of text messages between one of your Telzio Phone Numbers and an Outside Phone Number - for example, one of your customer's numbers.

What's The Benefit of This?

Telzio is designed this way, to ensure incoming messages are routed to the person who is having an active conversation with an outside person - and to prevent more than one of your users from replying to the same customer.

Example:

Your Telzio phone number is: +1 888-998-9080
Your customer's number is: +1 323-892-8681

As long as a thread is open between these two phone numbers, any message in/out of your Telzio account will be attached to this thread.

However, if you have other phone numbers on your Telzio account, let's say +1 323-892-8689, and the customer sends a message to that number, then a new SMS Thread is started.

Only one thread between one of your Telzio numbers and an outside phone number can be open at the same time. But you can have two separate threads open simultaneously, between an outside phone number and two different Telzio phone numbers.


Inbound SMS Destination

Just like with phone calls, you can set up a destination for incoming text messages on your Telzio phone numbers.

You can select between No Destination User Group Email and External Phone Number.

Common for all of these options, is that they will all trigger a Webhook and Zapier event when messages are coming in - even if you select No Destination. 

Options Explained

No Destination Creates a new SMS thread and assigns it to Account Owner. The conversation thread is closed instantly, so subsequent messages will create another new thread.
User Creates a new SMS thread and assigns it to a specific User. The thread is left open, and subsequent messages are added to the same thread. The user receives the message in the Telzio Dashboard and the Mobile App.
Group Creates a new SMS thread and assigns it to the User Group. All users in the group are notified in the Telzio Dashboard and the Mobile App, and subsequent messages are added to the same thread. 
However, the first user to respond to the message "wins" the thread, and the thread is now assigned to that user. Only this user will receive notifications about subsequent messages as long as the thread is open, and other users are prevented from responding to the thread.
Email Creates a new SMS thread and assigns it to the Account Owner. The conversation is closed instantly, and subsequent messages will create a new thread. 
An email with both the content of the SMS and the sender's phone number is sent to the email address specified.
External Phone Number Creates a new SMS thread and assigns it to the Account Owner. The conversation is closed instantly, and subsequent messages will create a new thread. 
An outbound SMS is sent to the number specified - this message contains the sender's message and phone number, but is sent from your Telzio phone number.
This message is charged as an outbound SMS message.

Understanding SMS Conversation Threads

It's important to understand the routing of incoming messages, as it ensures your team is utilizing Telzio's features in the best possible way.

An SMS Thread is defined as a conversation between your customer's phone number and one of your Telzio phone numbers

As long as an SMS Thread is open, any subsequent messages are delivered into that thread, and the Inbound SMS Destination for the given phone number is ignored.

Flow of Incoming SMS Messages

When a message is delivered to Telzio, it's processed according to the following logic:

  1. Is there an open thread between the Sender's phone number and your Telzio phone number? If yes, then add the message to this thread and notify the user/group assigned to it.
    1. Is the thread assigned to a single user? If yes, then notify the user about the newly arrived message via Telzio's Dashboard and Mobile App.
    2. Is the thread assigned to a group of users? If yes, then notify all users in the group about the newly arrived message via Telzio's Dashboard and Mobile app.
  2. If no open thread is found, then deliver the message according to the Inbound SMS Destination set for the receiving phone number.

Reassigning Threads

A user is free to reassign any of their open threads to another user at any given time. Doing this will notify the new user, and route any subsequent messages from the customer to that user until they close the thread.

A thread can currently not be reassigned to a group of users. However, this feature is planned and on our roadmap.

Threads can not be reassigned from the current version of Telzio's mobile app, but this feature will be available in the next version which is scheduled for release in 2020.


Automatically Close Threads

By default, an SMS Thread will remain open until it is closed by an administrator or the user assigned to it.

In some cases, it's beneficial to automatically close SMS threads after a certain period of time - for example, if you want to make sure new incoming requests from a customer are directed to an entire group of users after a previous conversation has ended.

Account Owners and Administrators can configure their Telzio account to automatically close threads from the Account Settings page.

This is done by changing the Automatically Close SMS Threads After setting, which is found in the Preferences section.