Declining SMS interactions

Agents can decline an offered SMS interaction, sending the interaction back to the queue where it retains its queue priority.

Agents can decline sessions via Ignite's toaster or UI.

Note:

When an agent declines an interaction, they are automatically put into Busy/Make Busy across all media capabilities. A System Make Busy and a requeue count is registered for the employee . For more information, see "Setting and removing Busy/Make Busy in Ignite".

To decline an SMS interaction (DESKTOP)
  1. In the Folders pane, click Inbox.
  2. In the List pane, select an SMS interaction and, in the Action bar, click Decline.
To decline an SMS interaction (WEB)
  • Click Inbox and select an SMS interaction or hover over the item avatar and click Decline.
Parent topic: Handling SMS in Ignite
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