Previewing SMS interactions
If administrative configurations permit, agents can preview interactions before picking them out of queue or handling them.
The following explains how to
- Preview SMS interactions in the Inbox
- Preview SMS interactions in queue
To preview an SMS interaction in the Inbox (DESKTOP)
- From the Folders pane, click Inbox.
- From the List pane, select the SMS interaction to preview.
The SMS interaction displays in the Preview pane.
To preview an SMS interaction in the Inbox (WEB)
- Click Inbox and select an SMS to preview.
To preview an SMS interaction in queue (DESKTOP)
- From the Folders pane, click a queue.
- From the List pane, select the SMS interaction to preview.
The SMS interaction displays in the Preview pane.
To preview an SMS interaction in queue (WEB)
- Click Queues and select a queue.
- Select an SMS to preview.
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