Accepting & Replying to Inbound Texts

This is part of the two-way texting feature. To enable this on your account, please contact your Customer Service representative.

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.

Once a user accepts an inbound message, they “own” the text conversation until the text window or Interaction Card is closed. Once “owned” additional message alerts are not visible for other Agents.

Accept the Text - Note: New conversation alerts shows to all Agents who are assigned to the selected text messaging queue for 14 days. Once one Agent accepts the new conversation, they are now the "owner" of that conversation and future alerts for that conversation do not show to any other Agent.

(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 conversation will appear as a preview.
(C) Accept a new conversation or Reply to an existing conversation. Agents can only accept a new conversation when they are in Ready or another custom-added status status such as Break or Restroom. This means they cannot accept a new conversation while on a phone call. However, Agents can reply to active conversations while on a call.
- If this is a new text conversation, click Accept to open the Interaction Card and message.
  - For a recognized Lead or Customer, the system will open to the appropriate interaction card.
  - For an unrecognized number, the system will open to the Greeting card where the Agent can classify it as a new Lead or Customer or match it to an existing Lead or Customer. Note: Classifying the number as Other isn’t available. The Agent can just close the conversation and Greeting card when they are done sending messages.
- If this is an active text conversation, Accept will be replaced with Reply. 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. Click for more information on Managing System Alerts. Note: The counter badge shows how many pending alerts there are (hidden or not). Hiding an alert does not change the counter badge number.

Reply to a 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) Message Template - Click to access pre-populated message templates that can be sent. Note: This isn’t available if your account has two-way texting enabled.
(I) Type a message - Click to type a message.
(J) Send - Once you’ve entered text, Send becomes enabled. Click to send the message.
(K) Minimize the Text Window - Click to minimize the text window and view the entire Interaction Card. You can also click the edge of the window to increase or decrease its size on your screen.

Close the Text

(L) X - Click to close the conversation. This will end your “ownership” of the conversation.

Leave & Archive Text Confirmation

(M) Leave & Close - 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) Stay & Keep Open - Click to return back to the text message and keep "ownership".