Set up HR Service Delivery Conversational SMS service channel

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Configure the Conversational SMS service channel store app for HR Service Delivery.

    Vorbereitungen

    Role required: admin

    Warum und wann dieser Vorgang ausgeführt wird

    The HR Service Delivery base system includes the HR SMS service channel queue with the default HR SMS Support Group assignment group. The Agent assignment rule is capacity based by default. For HR Service Delivery, configure the SMS service channel for the HR SMS queue.

    Prozedur

    1. Navigate to All > Advanced Work Assignment > Service Channels.
    2. Click the SMS service channel.
    3. On the Service Channel SMS form, select the Active check box to activate the service channel.
      Hinweis:
      By default, most of the form is populated for you. Capacity and Utilization fields are set to 1 for Default work item size and 4 for Default capacity. You can change these, and any form values, if desired.

      HR SMS Service Channel SMS form

    4. Click the Queues related list to view and configure the HR SMS queue.

      HR SMS Queues related list

    5. View the default configurations on the Queue HR SMS form, ensuring the Active check box is checked.
    6. Modify values as you desire.

      Queue HR SMS form configuration

    7. Click on any of the related lists to view or modify default configured values.
      Hinweis:
      Notice that the Assignment Eligibility related list defaults to the HR SMS Support Group. Manually add users to this group to route assignments. Refer to Add a user to a group to learn how to add users to this group.
    8. Click Update to save any changes you made.
    9. Update the Advanced Work Assignment Presence States by navigating to Advanced Work Assignment > Settings > Presence States.
    10. Click Available in the Presence States list.
    11. In the Presence State Available form, select SMS in the Service channels Available column and move it to the Selected column using the right-pointing arrow.

      HR SMS Advanced Work Assignment Presence States configuration

    12. Click Update.
      Hinweis:
      For complete information regarding Conversational SMS service channels and setup guidance, refer to Conversational SMS service channel.