Forwarding SMS transcripts

You can forward SMS transcripts to multiple parties as an email with additional recipients copied and blind-copied.

Forwards in progress are housed in the agent's personal Drafts folder (DESKTOP), in the Forward subfolder (DESKTOP) or in the Inbox (WEB).

DESKTOP - You can forward SMS transcripts only from the My History folder and its Handled subfolder, from the History folder and its Handled subfolder, and from the Failed folders.

WEB - You can forward SMS transcripts from the History page.

The following procedures explain how to
  • Forward an SMS transcript
  • Discard forwards in progress
To forward an SMS transcript (DESKTOP)
  1. In the Folders pane, select either History, My History, one of the Handled subfolders, or one of the Failed folders.
  2. In the List pane, select an SMS transcript and, in the Action bar, click Forward.
  3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the appropriate fields. Separate multiple addresses with semi-colons.
  4. Click Send. An icon displays over the Preview pane, indicating the transcript is being sent.
    Note:

    If you attempt to forward a transcript and receive a warning that the email address is invalid, the queue that handled the SMS interaction may not have been configured for sending transcripts. Contact your supervisor or system administrator.

To forward an SMS transcript (WEB)
  1. Click History and, optionally, select a Filter:.
  2. Select an SMS transcript or hover over the item and click Forward.
  3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the appropriate fields. Separate multiple addresses with semi-colons.
  4. Click Send.

To discard a forward in progress (DESKTOP)

Note:

You can also discard forwards in progress by clicking ‘Discard Draft’ in the Action bar instead of ‘Send’.

  1. In the My Folders view, expand the Folders pane.
  2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
  3. Expand the Drafts folder and select Forward.
  4. In the List pane, select the transcript and, in the Action bar, click Discard Draft.

To discard a forward in progress (WEB)

Parent topic: Handling SMS in Ignite
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