How do I configure the security access level for the SMS feature in Contact Center App?

The Contact Center App of Apptivo allows you to decide who can view, and reply to a message using the SMS feature. You can configure these settings from the Contacts App of Apptivo. Contacts App allows you to customize the data level access using an option called Security. Click on the Settings->Security-> Access Level. This will display the Contact Access Level. Here you can customize your data access permission.

• Here, you can set the criteria for who can access the text messages. For the text message feature, we have taken only the View field of the Access Level into consideration.
• By default, the View access is set for all. Everyone who has access to the Contacts App can view and reply to the incoming messages or send new messages.
• When an incoming message is from an unknown source, anyone who has access to the Contacts App can reply to the message and add the message as a new contact.

Instance: When the access is given to Employees

• If the View access is given as Employees, then the messages can be viewed and replied only by the Employee to whom the Contact is assigned.

• All the chatbox on incoming messages will appear only to those employees to whom the contact is assigned.

Instance: When Exceptions are added

• Apart from specific employees, you can provide access to other users by enabling the Exception toggle. [May be your Sales Manager or General Manager]

• After enabling, you can add other users by clicking on the "+" icon. It can be either employees or teams. Make sure that all employees under the team should have that required app access.

• When an employee is added as an exception, then the employee can view and reply to the messages that are assigned to other employees.

Related Links:

• How do I send and receive SMS in Contact Center App?