Inbound Text/Picture Messages
Inbound text and picture messages are relayed to all the “on-duty” agents via SMS text message, suffixed with a reply link. Agents must click this link to compose a text message reply. If the agent clicks the native REPLY button on the smartphone, the message will be sent to the other on-duty agents. The sending party will never see the reply.
Clicking the Reply Link
Users click the link to compose a text message reply. This action pops a web page that details the full conversation with the sender. Furthermore the detail is in reverse chronological order and includes the reply message(s) from all the other agents that are sharing the number. Especially relevant is a text box at the top of this web page where the user can craft a response. In addition, controls are included for uploading pictures that are attached to the reply message.
Adding Pictures to a Message
The user can add up to 10 pictures to a message. Since there are restrictions on attachment data, UberSmartPhone (USP) will automatically scale images as needed. The more images that are attached, the more scaling is performed. Most of all users should note that new smartphone cameras often send large picture files (10MB+). Large files can take a few minutes to upload.
Relaying Messages to Agents
When relaying inbound text messages to the on-duty agents, UberSmartPhone (USP) adds additional information. This information includes who the message is from and who it is to. In addition the UberSmartPhone (USP) Contacts tab is checked for some names. When the reply is sent, the callerID of the Twilio number is used. The callerID of the agent’s smartphone is not revealed. Furthermore all the other agents (on-duty or not) can see the reply message (with pictures) on their Message tab.