Sending outbound SMS interactions
Agents can send outbound SMS interactions in Ignite. When an agent sends an outbound SMS interaction, they may not be the agent who receives the customer response.
- You cannot send an SMS to multiple recipients.
- Account codes are not supported for outbound SMS interactions.
- Real-time and reporting statistics are not available for outbound SMS activity. We recommend instead that agents put themselves into Busy/Make Busy, with an ‘Outbound SMS’ Reason Code applied, when drafting outbound SMS interactions. Make Busy reports and real-time queue statistics will then display time spent drafting outbound SMS interactions.
WEB– Outbound SMS interactions in progress are housed in the Inbox, marked as 'Draft'.
- In the My Folders view, expand the Folders pane.
- In the Action bar, click New SMS.
- After From, select an SMS queue.
- After To, type the recipient’s number.
- Type the SMS interaction's contents and click Send.
- Click Contacts
- If the destination is not a recent interaction, type its name or number in the Search field.
- Hover over the destination's avatar and click the SMS icon. For SMS;interactions to agents, a colored dot on the avatar indicates its availability.
- Under From (queue), select an SMS queue.Note:
Queue signatures are inserted each time a queue is selected as the ‘From’ address. Agents are responsible for deleting non-applicable queue signatures from outbound SMS drafts.
- Type the SMS interaction’s contents and click Send.
A new case is automatically created and assigned with "Waiting For Customer" state.
Note:If Contacts is open, click Contacts again to close the window and expose the desired controls.
To discard an outbound SMS interaction in progress (WEB)
If Contacts is open, click Contacts again to close the window and expose the desired controls.
- Click Inbox and select a draft or hover over the item avatar and click Discard.