Accepting & Replying to Inbound Texts

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 a user accepts an inbound message, they “own” the text conversation until the text window or Interaction Card is closed.

(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/Reply - If you have not previously accepted the conversation, click Accept to open the Interaction Card and message. If you already have an open conversation with the person, 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.

(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.
(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.