Picking SMS interactions out of queue

Pick behavior occurs in the following ways:

First, agents can pick interactions out of queue and send them to the Inbox. When the interactions ring in the Inbox, agents can handle them.

Second, agents can choose to pick and reply to an interaction. Choosing to pick and reply to an interaction sends the interaction to the agent's Inbox from where the agents can handle the interaction.

SMS interactions picked out of queue ring in the Inbox until the interaction is accepted. For more information on ringing behavior, see "Ringing states in Ignite".

Note:
  • Agents cannot pick or pick and reply to interactions from the queue if they are in Do Not Disturb.
  • Agents may only pick or pick and reply to interactions from the queue if they have the appropriate permissions.
The following procedures explain how to
  • Pick an SMS interaction out of queue and handle the SMS
  • Pick and automatically reply to an SMS
To pick an SMS out of queue and handle the SMS
  1. Click Queues and select the appropriate queue.
  2. Select an interaction or hover over the item avatar and click Pick > Pick.

    The SMS is transferred to your Inbox.

  3. To handle the SMS, click Inbox and select the SMS or hover over the item avatar.
To pick and automatically reply to an SMS
  1. Click Queues and select the appropriate queue.
  2. Select an interaction or hover over the item avatar and click Pick > Pick and Reply.

    The SMS is transferred to your Inbox and opens in reply mode.

Parent topic: Handling SMS in Ignite
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