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.

1

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.

2

Enter your response in the compose box.

The compose box supports a maximum of 1000 characters.

3

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.

1

Click Transfer.

The Transfer Request dialog box appears.
2

Choose one of the following:

  • Queue—Select a queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available.
  • Agent—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

(Optional) Click icon to retrieve the most recent list of queues and agents.

4

Click Transfer.

The transfer request is initiated and the Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.

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.
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.
4

When ready to end the chat, click End Conference.

The Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.

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.

1

In the active SMS session, click End.

The Wrap Up Reasons dialog box appears.
2

Select the wrap-up reason from the drop-down list or use the search field to filter the list.

3

Click Submit Wrap Up.