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Customers can send a text message to a longcode, shortcode, or toll-free number, and you can respond using the SMS widget. Use Agent Desktop to transfer, conference, and end text message conversations.
Respond to a text message
Once a text message conversation is assigned to you, the contact request popover displays the Queue Name, Source Page, 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 are in the RONA state, you must manually change your state from RONA to Available.
1 |
Click Accept in the request.
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Enter your response in the compose box.
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3 |
Click Send or press Enter on your keyboard. |
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.
1 |
Click Transfer. The Transfer Request dialog box appears.
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2 |
Choose one of the following:
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(Optional) Click to retrieve the most recent list of queues and agents. |
4 |
Click Transfer. |
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.
1 |
Click Conference. The Conference Request dialog box appears.
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2 |
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. |
3 |
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. |
End a text message conversation
After you've helped your customer, make sure they confirm that they're ready to end the conversation.
1 |
In the active SMS session, click End. The Wrap Up Reasons dialog box appears.
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2 |
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. |