Handling Chat & SMS
A task that arrives while you're closed will still be waiting for four full days — long enough to survive a weekend, and a holiday weekend. Close Friday at 5:30 PM, an email lands at 5:31 PM, and it's still there when someone starts Monday morning.
Live phone calls and web chats are the exception; their window is much shorter, because someone is on the line right now.
Need a different window for a program or channel? Custom settings are available — contact your Connie account representative or the Connie Care Team. See How Long a Task Stays in Your Queue.
Connie lets you communicate with clients through text-based channels — including SMS text messages, webchat, WhatsApp, and Facebook Messenger. All of these work in a similar way within the Connie interface.
This section covers:
- Inbound Messages — Receiving and replying to client messages
- Outbound Messages — Starting new text conversations
Key Difference from Calls
Unlike calls, you can have multiple active chat and SMS conversations at the same time. Each one appears as a separate task in your Task Queue, and you can switch between them by clicking on different tasks.
You can even handle chat tasks while on a phone call. Connie supports working on one call plus multiple message conversations simultaneously.