How SMS/MMS Works in Zultys

Zultys offers flexible SMS messaging options that can be tailored to your organization’s needs. SMS capabilities can be configured for individual users, groups, or shared numbers, each with its own advantages and limitations.

Individual Numbers

• Direct Communication – Each user can be assigned their own dedicated phone number for SMS.
• Two-Way Messaging – Messages sent to that number go directly to the assigned user, and responses are sent from that same number, maintaining a continuous conversation with the contact.
• Cost Considerations – If a number is not already assigned, there is typically a small monthly fee to obtain and maintain the number.
• Best For – Staff members who require direct, personal communication with clients without going through a shared queue.

Shared Numbers

Zultys also supports shared SMS numbers that can be used by multiple agents. These can be configured in two main ways:

System-Wide Shared Number

• One number is accessible to the entire organization.
• Any incoming SMS is placed into a general queue, and any available agent can reply.
• Useful for general inquiries, sales lines, or public-facing contact numbers.

Group-Assigned Shared Number

• A single number is assigned to a specific group (e.g., Support, Reception, Dispatch).
• Multiple agents in the group can receive incoming SMS messages.

Message Routing

• Conversation Stickiness – When an agent responds to an SMS from a shared or group number, future replies from that same contact will be routed back to the same agent for a period of time, rather than going to the group pool immediately.
• Timeout & Reassignment – After a defined period of inactivity, conversations revert back to the group queue so another agent can respond.
• Chat History Access Limitation – Currently, agents cannot see previous conversations with a contact unless they were the agent who originally handled that conversation.
  • This applies to both shared and group numbers.
  • If the conversation was handled by another agent, it will appear as a new conversation to them.

Summary Table