Removing failed SMS transcripts from Ignite

Occasionally, SMS transcripts may route to 'Failed' in Ignite. You can remove these transcripts using Ignite’s Junk button.

Note:

Agents may junk interactions only if they have the appropriate permissions.

To remove a failed SMS transcript from Ignite:
  1. Click History > Failed.
  2. Select an SMS transcript and click either Junk or Forward.

    If you select 'Forward,' the interaction is delivered to the Inbox where you can specify recipients.

Parent topic: Handling SMS in Ignite
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