The short answer
What Textdock is
Textdock is Vocatech's app inside Webex for business texting. Each customer conversation on your number is an ordinary Webex space, named for the customer, that holds the whole history, so texting is the same messaging your team already does in Webex. The Textdock panel is the inbox for the number: it lists the conversations, starts a new one, and shows who is on the number. A reply typed in a space goes out to the customer as a text or a WhatsApp message, whichever channel the conversation is on, from the business number.
What it takes
- Your company's Webex connected to our texting. A one-time setup we run on our side. Nobody installs anything from an app store.
- The number set to deliver to Webex, with the people on its list. Everyone on the list is a member of the conversations. When someone joins the team later, we add them, and "add to all spaces" puts them into the conversations that already exist.
- The Webex app signed in with the person's Apps Login, on a computer, a phone or a tablet.
Tell us the number and the people, and we do the first two. The third is the same sign-in as for calling; see installing Webex.
Working the conversations
A new text from a customer creates or reopens their space, and everyone on the number sees it. Anyone in the space replies; the customer sees one business number and never sees the handoff. If one person is out, someone else picks up the thread, because the conversation lives in the space and not in one person's phone. Webex shows who is typing, so two people do not answer the same customer at once. A new conversation to a number you have not texted before starts from the Textdock panel, or from the portal's Messaging inbox.
Textdock is missing on my phone or tablet
Nearly always the person is not on the number's list. An address that is not on the list is in none of the spaces, and an empty app is exactly what that looks like. Ask us to add them. The app itself is the same Webex app, signed in the same way, on every device.
"You are not an authorized user"
That message means the person's Webex account never finished being created on Cisco's side, almost always because a free Webex account already sits on the same email address. The fix is theirs and it is in Webex problems and what fixes them.
One road per channel
A number's texting goes to Webex and the inbox, or to email, not both. WhatsApp is set separately, so a number can text in Webex and deliver WhatsApp by email if that is how a team works. See texting on your number.