Send SMS notifications to your live chat agents when a new customer is waiting. SMS credits are purchased separately from your subscription as one-time credit packs.
How to get there: Click your profile menu in the top-right → Account & Billing.
How It Works
- You purchase SMS credit packs from your Account & Billing page
- Each SMS notification sent to an agent costs 1 credit
- When a customer requests live chat or escalates from the AI, agents with SMS enabled receive a text message
- Credits are shared across your entire account — all agents use the same pool
Purchasing Credits
- Click your profile menu in the top-right → Account & Billing
- In the billing section, find SMS notifications (above Invoices)
- Use the quantity selector to choose how many packs (1 pack = 100 credits for $10)
- Click Buy to proceed to checkout
- Credits are added to your account immediately after payment
Enabling SMS for Agents
Each agent chooses individually whether to receive SMS notifications:
- Click your profile menu in the top-right → Settings → Agent tab
- In the Notifications section, enter your phone number with country code (e.g., +1 for US, +31 for Netherlands)
- Toggle Receive SMS notifications for new chats on
- Click Save
What Triggers an SMS
Agents receive an SMS when:
- A customer requests live chat support
- A conversation is escalated from the AI chatbot
- A chat is transferred to them by another agent
The SMS includes the customer identifier and a link to the Inbox.
Credit Balance
- View your remaining credits on the Account & Billing page
- When credits run low (10 or fewer remaining), the account owner receives an email alert
- When credits are depleted, the account owner receives a notification to purchase more
- If no credits remain, SMS notifications are skipped — agents still receive email and in-app notifications