Placing SMS sessions on hold and retrieving SMS sessions from hold

At times, agents may have to stop participating in an SMS session in order to work on other items. In these cases, agents can put the active SMS session on hold. Interactions on hold are marked with a 'pause' icon.

Note that administrative configurations may limit how long interactions may be on hold before being requeued and a System Make Busy is registered for the employee. For information on this limit, contact your supervisor or system administrator.

The following procedures explain how to
  • Place an SMS session on hold
  • Retrieve an SMS from hold
To place an SMS session on hold (DESKTOP)
  • When participating in an SMS session, click the Hold button.
To place an SMS session on hold (WEB)
  • Click Inbox and select the SMS or hover over the item avatar and click Hold.

To retrieve an SMS session from hold (DESKTOP)

Note:

You can also retrieve a session from hold by sending a response.

  1. Select the Inbox and, in the List pane, select the SMS interaction on hold.
  2. In the Action bar, click Remove hold.

To retrieve an SMS session from hold (WEB)

Note:

You can also retrieve a session from hold by sending a response.

Parent topic: Handling SMS in Ignite
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