Texts and verification codes

Texts holds what comes to your texting number that isn't on a ticket. A text from one of your contacts, or about a ticket that's being texted on, goes on its ticket and never waits here. It's under Support once an admin has set up text messaging.

The number beside Texts in the menu is the texts in Unmatched, plus the codes that came in the last 15 minutes if you can see them.

Unmatched

Texts from numbers that aren't a contact's.

• Open ticket - pick the client and contact, and give it a subject. Every unmatched text from the number in the last two weeks goes on the ticket, with any photos. What the number texts next goes on it too. Leave Save the number as their mobile ticked, so their next text finds them. Assign it to me is on by default.
• Dismiss - it leaves the list.
• Name this number - a name shown with it in Texts and the text log.
• Mark as spam - blocks the number. Its texts here move to Spam, and what it sends later goes straight there.

Codes

Verification and MFA codes texted to your number, such as Microsoft, Google or Duo sign-in codes. They're kept out of tickets, and only agents whose role can view credentials see this tab.

• Each code is masked. Click Reveal to see it and its text, then copy it.
• Every reveal is in the audit log, with who revealed it.
• A code can be revealed for 15 minutes after it came. After that it shows Expired - ask for a new one.
• A code's words are wiped a day after it came.
• The list comes up to date by itself when a new code lands.

Name this sender puts a name such as "Microsoft" on a short code, so it's clear which code is which. If something here isn't a code, Not a code moves it to Unmatched, where everyone who works tickets can read it.

Spam

Texts from blocked numbers, and ones that look like bait, such as shortened links or "your package couldn't be delivered". They're deleted after 30 days.

• Not spam - unblocks the number and moves its texts to Unmatched.
• Delete - takes it off now.