Incoming text messages from guests appear as chats to operators in their chat client and operator responses go back to the guest as text messages. Incoming text messages are handled like web-based chats and can be transferred, transcripts saved if desired, etc.
It is important for operators to distinguish incoming text messages from web-based chats so that they can compose shorter messages that fit into the 140 character limit. Our native LibraryH3lp webclient provides the most obvious alerting.
In external clients like Pidgin, Adium, and mobile clients, the queue name is the most important. Some external clients will pick up the queue avatar. The queue avatar will also be displayed on the chat management page; each chat contains a link to this page. Pidgin users can optionally install a character counter plugin, but it will show for all chats, not just SMS.