Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
The Bell icon’s number badge indicates how many messages need to be viewed. Click for more information about System Alerts.
Once an Agent accepts an inbound message, they “own” the text conversation until the text window or Interaction Card has been closed.
Text Message Alert - Note: A user must be signed in as an Agent to accept text messages.
- (A) Name and status - For recognized numbers, the status (Lead or Customer) will appear next to their name. For unrecognized numbers, the system will show the number but no status label.
- (B) Message snippet - The beginning portion of the message will appear as a preview.
- (C) Accept/Reply - If you have not previously accepted the message, click Accept to open the Interaction Card and message window. If you currently own this conversation, click Reply to open the Interaction Card and message window.
- (D) Hide - If you are not able to work with this message at the moment, click to remove the message from your screen. The Alert's number badge will reflect how many hidden messages need your attention.
Replying to a Text Message
- (E) Incoming message - After accepting, the new message will appear in a grey bubble at the bottom of the text window.
(F) Time stamp - Indicates the time each message was received; not the time you accepted & viewed the message.
(G) Scroll bar - Click and drag up to see additional, past text messages.
(H) Template icon - Click to access pre-populated reply messages.
(I) Type a message - Click to type a message.
(J) Send - Once you’ve entered text the Send icon becomes enabled. Click to send the message.
(K) Minimize the Text Window - Click to minimize the text window and make the entire Interaction Card viewable.
Close the Message & Give Up “Ownership”
- (L) X - Click to close the text conversation. This will end your “ownership” of the conversation.
