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Manage text message (SMS) conversations
In this article
Feedback?Short Message Service (SMS) channel enables customers to reach out to agents by sending an SMS from anywhere and even when there is no data connectivity. Customers can contact businesses using a longcode, shortcode, or toll-free number. A new chat is created in the SMS widget when a customer sends a message. Agents can then handle the chat and send a response to the customer.
Respond to a text message
Once a text message conversation is assigned to you, the contact request popover displays the Queue Name, Phone Number, Source Number, Timer, and Accept button. The timer indicates the time that has elapsed since you received the text message conversation.
Before you begin
You must be in the Available state to receive requests. If you’re in the RONA state, you must manually change your state from RONA to Available.
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Click Accept in the request. The request opens in the compose box, and displays an interaction pane. The gray bubble represents customer messages with their initials, and a solid blue bubble represents agent messages. When an administrator deletes an asset, the application interrupts the conversation and displays an alert message on the Agent Desktop. The application won’t allow you to continue the conversation, so you must end it. | ||||||||||||||||||||||||||||||||||
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Enter your response in the compose box. The compose box supports a maximum of 1000 characters. If the administrator enables Mask customer sensitive data on Agent Desktop User Interface (UI) setting for the Desktop application, then the application masks Payment Card Industry (PCI) data such as Credit Card, International Bank Account, and Social Security Numbers from the conversation. Moreover, the application masks Personal Identifiable Information (PII) - Email IDs and Mobile Numbers on the Agent Desktop.
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Click Send or press Enter on your keyboard. The customer receives the response. | ||||||||||||||||||||||||||||||||||
Transfer a text message conversation
If you can’t resolve a customer’s question and want to escalate the text message request, you can transfer the chat request to a different agent.
Before you begin
You must accept the request before you can transfer it.
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Click Transfer. The Transfer Request dialog box appears.
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Choose one of the following:
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(Optional) Click |
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Click Transfer. |
icon to retrieve the most recent list of queues and agents.If the agent doesn't accept the chat request, the request is dropped.
Add an agent to a text message conversation
Before you begin
You must accept the request before you can add an agent to the chat.
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Click Conference. The Conference Request dialog box appears.
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Select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents. |
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Click Conference. When the conference chat request is accepted the interaction control pane changes the state from Conference Requested to Conference. A message displays that an agent has joined the chat.
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When ready to end the chat, click End Conference. |
The conferenced agent can exit the chat conference by clicking Exit Conference. However, the chat continues between you and the customer.
End a text message conversation
After you've helped your customer with queries, make sure they confirm that they're ready to end the conversation.
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In the active SMS session, click End. The Wrap Up Reasons dialog box appears.
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Select the wrap-up reason from the drop-down list or use the search field to filter the list. |
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Click Submit Wrap Up. |
