Queued SMS Messaging for Agents
This page provides instructions for agents on handling inbound SMS messages that are queued within the system. When an inbound SMS is received, agents can access and manage these messages efficiently through the queue interface.
Identifying a New Queued SMS
When an inbound SMS is sent to the queue, a new number icon will appear next to the queue name in red.
This indicates that there are pending SMS messages that require an agent’s attention.
Accessing the SMS Queue
Click on the queue name where the SMS was received.
The main panel will display various Queue Actions, including:
Sessions
Messages
Call
SMS
Other queue-related options
Reviewing SMS Sessions
Under the Sessions section, agents will see an indicator showing how long ago the SMS was received, along with the recipient’s phone number.
Accepting a Queued SMS
To accept a message, click on the agent icon next to the SMS under the Sessions section.
Once accepted, the Open Mode Conversation panel will display:
The received message
Pertinent details related to the conversation
Responding to the SMS
After accepting the SMS, the agent can begin conversing via SMS messaging directly within the Open Mode Conversation panel.
Messages will be exchanged in real-time, allowing for seamless communication.
