In order to send an SMS please see the below steps.
Step 1:
From the contact card select the SMS icon located in the action panel.
Step 2:
Once the agent has clicked on the SMS icon, expand the SMS field by clicking on the expansion button.
Step 3: The compose SMS field will open which will allow the agent to input the SMS details and send it to the contact.
From here agents can also delete the SMS or select from a pre-created canned response
(canned responses are created by Administrators).
*imp - A contact must have a phone number saved under the “mobile number” field to be able to send an SMS.