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)
  1. From the Folders pane, click Inbox.
  2. 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)
  1. From the Folders pane, click a queue.
  2. 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)
  1. Click Queues and select a queue.
  2. Select an SMS to preview.