To enable an agent to handle the SMS channel from the Agent Desktop:

1. On the Configure tab, click Agents > Agents.  
   The Agents window appears. 
2. On the General tab, double-click the row displaying the agent whose profile you want to modify.
   The Agent Details window appears.
3. Click the Channels tab.
4. If the SMS Channel icon is greyed out, click it to enable it.
   
   
   
   
5. Select a value for Max SMS Threads. This is the maximum number of unresolved SMS threads that the agent can handle.
   (The default value is 5.)
6. Click Save.