Transferring SMS interactions
SMS interactions can be transferred to agents and queues. For example, agents in the Support queue receiving inquiries about a product invoice can transfer these interactions to the Sales queue. To receive transfers, devices must be enabled to handle the interaction’s media type.
Agents who are logged out, in DND, Offline (WEB), or whose presence is unknown cannot receive transferred SMS interactions. Agents who are either in Busy/Make Busy or at their SMS Workload limit can receive transferred SMS interactions.
You may transfer interactions only if you have the appropriate permissions.
- In the Folders pane, click Inbox.
- In the List pane, select an SMS interaction and, in the Action bar, click Reply.
- In the Action bar, click Transfer.
- Select an agent or a queue.
Note:
You can search for a transfer destination by typing the name of an agent or queue in the Search field.
- Click Transfer.
- Click Inbox and select an SMS interaction or hover over the item avatar and click Accept.
To transfer directly from the queue, click Queues.
To transfer from the Cases page, under Interactions tab, select the inqueue or inbox SMS and click Goto icon. The Queues page is displayed. You can now transfer the SMS from the Queues page. Follow steps 3 onward.
- Select the SMS or hover over the item avatar and click Transfer icon.
Note:
Optionally you can select multiple SMS from the Inbox or the Queues page and click Transfer. The Transfer window is displayed. The list of available Employees and Queues are displayed in the Results section.
- To transfer to an agent, in the Transfer window click Employees, select an employee from the list and proceed to step 5.
- To transfer to a queue, in the Transfer window click Queues and select a queue from the list.
- To transfer the SMS interaction, select the name of the appropriate person or queue.