What is Included in SMS Messages
What is Not Included in SMS Messages
Close the SMS message in both LibChat and LibAnswers.
Add analytics in the LibChat dashboard. Do not add the analytics in the LibAnswers dashboard.
Only add analytics in LibAnswers if you turn the SMS message into an email.
Time to turn an SMS message into a LibAnswers ticket:
How to Turn an SMS interaction into an Email Ticket
Head over to the Library Q+A: Dashboard and click on Answers
Click on Answers and from the drop-down menu, select Create
Once on the Create page, fill out the information. You will need to ask the user for this information as it is not provided in the system. When you fill it out, you can then click Create.
Once you create the email ticket, you can then reply as you would an email. Remember to remove the SMS ticket from both your chat portal and the LibAnswers dashboard.