Picking SMS interactions out of queue
Pick behavior occurs in the following ways:
First, agents can pick interactions out of queue and send them to the Inbox. When the interactions ring in the Inbox, agents can handle them.
Second, agents can choose to pick and reply to an interaction. Choosing to pick and reply to an interaction sends the interaction to the agent's Inbox from where the agents can handle the interaction.
SMS interactions picked out of queue ring in the Inbox until the interaction is accepted. For more information on ringing behavior, see "Ringing states in Ignite".
- Agents cannot pick or pick and reply to interactions from the queue if they are in Do Not Disturb.
- Agents may only pick or pick and reply to interactions from the queue if they have the appropriate permissions.
- Pick an SMS interaction out of queue and handle the SMS
- Pick and automatically reply to an SMS
- From the Folders pane, select the queue from which an interaction will be picked.
- From the List pane, select an SMS interaction from the queue and, from the Action bar, click the Pick button.
The SMS interaction is transferred to your Inbox.
- To handle the SMS interaction, select Inbox and, in the List pane, select the SMS interaction.
Note:
Additional handling options display in the Action bar. For information on handling the SMS interaction, see the appropriate procedures in this section.
- Click Queues and select the appropriate queue.
- Select an interaction or hover over the item avatar and click Pick > Pick.
The SMS is transferred to your Inbox.
- To handle the SMS, click Inbox and select the SMS or hover over the item avatar.
- In the Folders pane, select the queue from which an SMS interaction will be picked.
- In the List pane, select an SMS interaction from the queue and, from the Action bar, click the Pick & Reply button.
The SMS interaction is transferred to your Inbox.
- In the Preview pane, agents can respond to the SMS interaction, transfer the SMS interaction to another destination, or put the SMS interaction 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.
- Click Queues and select the appropriate queue.
- Select an interaction or hover over the item avatar and click Pick > Pick and Reply.
The SMS is transferred to your Inbox and opens in reply mode.