Disable Welcome Message for Staff Created Tickets: Tickets created by staff do not send the Welcome Message to the customer. This is commonly enabled to save on reduce outgoing SMS because typically, if a staff member is creating a ticket on behalf of a customer, the customer is presumably already on-site and therefore the message isn't necessary.
Send Welcome Message If Mobile Device: If a customer joins a queue from a desktop device, it's important to send them the Welcome Message via SMS so they may access the status update page from their mobile device. If this box is checked, they will also receive the Welcome Message via SMS when the join from a mobile device, which isn't strictly necessary as they will be redirected to the status update page on the mobile device immediately upon joining.
Default Join By SMS Language: Choose the default language for customers who join by SMS. Note, join via SMS is a legacy feature that is very rarely used.
Disable the Sending of Messages Using Backup Method: If a communication template is set to send by SMS or email, but not both, and a customer doesn't provide the necessary information, the system sends the message via the other method as a backup. Checking this box disables this functionality which means if the necessary information is not received, the customer doesn't receive the message at all.
