Configuring SMS for Agent Workspace
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
The SMS channel allows you to exchange text messages between agents and contacts. For more information, see Handling digital interactions in Agent Workspace.
To use SMS in Agent Workspace, you need to:
Add at least one SMS number.
Enable the Outbound flag (if the number is required for proactive outreach).
Map this SMS number to an interaction plan in Interaction Plans Manager. For more information on mapping a destination to an interaction plan, see Working with interaction plans in Interaction Plans Manager.
For more information about channels, see Channels.
Rich Communication Service (RCS) Prerequisites
Before using RCS, you have to build an RCS agent in Vonage APIs. See the RCS Agent Builder [BETA] section in the Vonage Developer documentation to learn more.
Outbound SMS visibility and compliance
Provisioned feature
This feature may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Administrators can control which provisioned SMS numbers are visible to agents in the outbound selection menu. This allows for precise control over outbound operations and ensures regulatory compliance, such as 10DLC registration.
Newly provisioned SMS numbers are disabled for outbound use by default. They will not appear in the agent's "From" menu until explicitly enabled.
You can enable or disable outbound capabilities for each number individually without affecting its ability to receive inbound messages.
This setting is exclusively available for SMS channels. The system will reject this configuration for other digital channels (Email, WhatsApp, or Webchat).
Brands and campaigns (10DLC)
The Brands and campaigns (10DLC) tab allows you to register your brands and campaigns directly within VCC to ensure compliant SMS delivery to the U.S. and Canada. In this tab, you can manage the entire 10DLC lifecycle, including:
External vetting.
Automated keyword configuration.
Linking your phone numbers to the approved campaign.
For more information, see SMS 10DLC registration.
Adding an SMS number
To add a telephone number in VCC, perform the following steps:
Go to Interaction plans > Channels.
Go to the SMS > Numbers and click Add SMS number.
In Number, provide the SMS telephone number.
In Settings, provide the following information:
Field | Description | Example value |
|---|---|---|
Name | A unique, user-friendly name that indicates the number’s purpose. | Support_SMS_UK |
Description | (Optional) A detailed address description. | Main UK Support line for proactive SMS outreach |
Service name for reports | Name used as service name in reports. One of:
| Destination name |
Data source | (Optional) One or more key-value pairs that are set on interactions. | priority=low |
Outbound | (Optional) You can select this checkbox to make the SMS number available for agents to use for outbound messages. New numbers Newly provisioned numbers have this disabled by default. Ensure the number is fully registered (e.g., 10DLC) before enabling. | Checked (Enabled) |
In Profile, select a profile to assign to this number or add a new one. For information about adding profiles, see Adding a profile.
In Summary, you can review the information you provided for this telephone number. Where available, you can click Edit and change the details in any of the previous sections.
Click Add to save your new telephone number.
Editing and deleting a telephone number
To make changes to a telephone number:
Hover over the telephone number and click Edit number.
In a side panel, you can check the SMS number, change its settings and profile. Click the required section to open it.
To delete a telephone number:
Note
You have to unmap the telephone number from any interaction plans before trying to delete it. Deleting a mapped telephone number is not possible.
Hover over the telephone number and click Delete number.
Confirm that you want to delete the address by clicking Delete.