Change channels in the composer from SMS to Email | The place for Zendesk users to come together and share
Skip to main content
Larry14
Larry14
December 4, 2021
Parked

Change channels in the composer from SMS to Email

Related products:Support
  • December 4, 2021
  • 15 replies
  • 74 views

When you receive an SMS ticket it is currently not possible to switch to email in the composer. If the customer already has an email in their customer record, or it is added, and you send a public reply, it sends both an SMS and an email message to the customer. It is not possible to choose which is sent.

Request is that the pulldown menu be changed from no selection (currently) on an SMS to clearly labeled "Reply via SMS" and "Reply via email" and that the two be separated and not send both at once. Also it would be good that "Public Comment" be changed all around to indicate the response channel.

      15 replies

      Lisa23
      August 11, 2022

      Would like to strongly second this request. Currently on SMS initiated tickets, if an email address is added to the user profile later, then subsequent replies appear to be sent by email, although perhaps they are sent to both email and SMS. Would be better to be able to choose so as not to annoy customers by responding via 2 channels.. 

        Jackery11
        August 27, 2022

        +1

          Juliet12
          June 30, 2023

          We are also in need of this functionality to reduce sending two replies. 

            John48
            August 8, 2023

            Same here please. Seems an obvious requirement.

              Paul20
              August 14, 2023

              Same here, the current behavior makes no sense.

                Rolf11
                Rolf11
                January 17, 2024

                +1

                Definitely a must.  It will get customers annoyed receiving the same message in multiple channels.

                  Pedro14
                  Pedro14
                  January 30, 2024

                  +1 I am really surprised this is not a thing already

                    Jess11
                    Jess11
                    February 1, 2024

                    Same, we just switched over, and everything else can toggle but that?

                      Widson Reis
                      Widson ReisProduct Manager
                      Product Manager
                      March 21, 2024

                      Hi, 

                      Channel switching to and from SMS is a product gap we are aware of. Unfortunately, this is not something we will be addressing in 2024 as we decided to prioritise more requested features such as Voice AI, advanced call routing, call console improvements, and SIP trunking (for data dipping)

                      One alternative solution could be creating a side conversation from the original SMS ticket, as a way to tie the two conversations together.

                      Thank you the feedback!

                        Paul20
                        March 21, 2024

                        Just my opinion, but it's a bummer this isn't being prioritized this entire year and things like AI are taking over (which are an extra add-on cost and not available on the regular subscription plans) - vs getting basic features like this working instead

                          Show more replies
                          Terms & ConditionsAccessibility statement