How can my customers use SMS with the Omnichannel Widget?

The Omnichannel Widget supports SMS as a channel. This means your customers can initiate and/or continue conversations in SMS from the Omnichannel Widget.

Starting an SMS conversation from the Omnichannel Widget

To start a conversation using SMS from the Omnichannel Widget, users can click on the SMS card on the widget homepage. They can then start an SMS conversation by entering their name, phone number, and message.

Switching a Live Chat conversations to SMS

To switch a Live Chat conversation to SMS, your customers need to navigate back to the widget homepage and choose SMS. From here, follow the same steps as when starting an SMS conversation from the Omnichannel Widget. Keep in mind that the two conversations will not be automatically linked, so your agent will need to keep an eye on the new ticket coming into Inbox.