Handling SMS in Ignite

Handling SMS in Ignite mirrors common instant messaging applications, providing a familiar and user-friendly experience.

SMS sessions are initiated by customers using contact information or, optionally, through the contact center’s SMS request page or corporate website. SMS interactions are then routed to appropriate queues.

Interactions are automatically sent to your Inbox if you are the longest idle agent or the agent with the highest skill level in your agent group, if your agent group uses skill levels. Agents can also pick SMS interactions out of queue.

Note:
  • SMS agent responses cannot contain more than 320 characters.
  • Preferred agent routing is not supported.
The following explains how to:
  • Preview SMS interactions
  • Pick SMS interactions out of queues
  • Join an SMS session
  • Reply to SMS interactions
  • Decline SMS interactions
  • Correct spelling in SMS responses
  • Apply reply templates to SMS responses
  • Place SMS sessions on hold and retrieve SMS sessions from hold
  • Transition to alternate interaction types
  • Join the longest waiting active SMS session (DESKTOP)
  • Transfer SMS interactions
  • End SMS sessions
  • Forward SMS transcripts
  • Remove Failed SMS transcripts from Ignite
  • Mark SMS interactions as No Reply and Junk
  • Send outbound SMS interactions
Note:

DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s View.

Parent topic: Ignite
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