About Chat Center Service

Chat Center service enables you to run an SMS version of a telephone call center service where remote agents communicate with users.

A specialized Chat Agent application is used to enable agents to connect with the Chat Center server and operate the chat. See Chat Agent Application for more information.

Typical examples of Chat Center service are:

24/7 help desk services
911 SMS emergency services
"Ask me" services
Hotline services
Party line service
Various fun services

When a user message is received, the following algorithm is used to resolve the agent to whom the message will be forwarded:

The message text is tested against the predefined reply patterns and if a match is found the predefined reply is sent back.
The message text is tested against the agents' patterns and if a match is found the message is forwarded to that agent.
If the same user has already received a reply from an agent (within the specified interval), then the message is forwarded to that agent.
If none of the above resolved the agent, then the message is forwarded to one of the currently connected agents (cyclically in the order of their ID values).

In cases when there are no connected agents or when a resolved agent is not connected, the messages will wait for an agent to connect.