Overview
If your company makes calls through Amazon Connect, you can also send SMS to your customers. Kolleno gives your company a phone number for SMS. Your calls continue to go through Amazon Connect, and your team keeps the Amazon Connect softphone in Kolleno.
Set up
You need an Admin role.
Make sure that Amazon Connect is connected. See Connecting Amazon Connect in Kolleno.
Contact Kolleno support. Tell them that you want to send SMS and keep Amazon Connect for calls. Support gets the phone number for you and sets it to SMS only.
Give support your business details for the regulatory bundle. For a UK number, read UK number - regulatory information.
Do not buy the number yourself on the Bundle process tab. A new number can make calls, so Kolleno uses it for calls and hides the Amazon Connect softphone until support sets it to SMS only.
What your team sees
Calls: the Amazon Connect softphone shows as before.
SMS: SMS from the customer page, the Task Manager and workflows go from your Kolleno number.
Common questions
Can we also make calls from the Kolleno number?
No. In this setup the Kolleno number sends SMS only. All calls go through Amazon Connect.
What happens when a customer calls the SMS number?
The customer hears a busy tone. Kolleno does not forward the call to another number, and the call does not show in Kolleno.
The Amazon Connect softphone disappeared after we got a number. What do we do?
The number can still make calls. Contact Kolleno support and ask them to set the number to SMS only.