Joining SMS sessions

When an SMS interaction arrives in an agent’s Inbox, agents can join the session and start responding to the interaction.

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

To join an SMS session (DESKTOP)
  1. In the Folders pane, click Inbox.
  2. In the List pane, select an SMS interaction and, in the Action bar, click Reply.
  3. In the Preview pane, agents can respond to the SMS interaction, transfer the SMS interaction to another destination, or put the SMS session on hold.
    Note:

    Additional handling options display in the Action bar. For information on handling the SMS interaction, see the appropriate procedures in this section.

To join an SMS session (WEB)
  • Click Inbox and select an SMS session or hover over the item avatar and click Accept.
Parent topic: Handling SMS in Ignite
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