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.
Accept the Text - 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 only show the number.
- (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. If you've previously accepted this message, click Reply to open the Interaction Card and text.
- (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.
Reply to the Text
- (E) Incoming message - After accepting, the 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 or viewed the message.
(G) Scroll bar - Drag up to see past text messages.
(H) Template icon - Click to access pre-populated reply messages.
(I) Type a message - Click to type a custom 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 view the entire Interaction Card.
Close the Text
- (L) X - Click to close the conversation. This will end your “ownership” of the conversation. Note: You can also close the Interaction Card to end "ownership".
Leave & Archive Text Confirmation
- (M) Confirm - Click to confirm you wish to leave the conversation and give up "ownership". The message will become archived in the Lead or Customer's history.
- (N) Cancel - Click to return back to the text message and keep "ownership".