The SMS Page Mode Inbound interaction pane enables you to handle inbound SMS in Page Mode. It contains the following elements:
This read-only field contains the phone number from which the inbound SMS message was sent.
This read-only field contains the DN or phone number that received the inbound SMS message.
This read-only field contains the timestamp of the inbound message.
This read-only field contains the inbound SMS message.
Note: Inbound MMS messages (which might contain video) are received in the same way.
The following table defines the functions that are available for the outbound interaction pane.
Action |
Function |
Transfer |
Enables you to transfer a SMS session to another agent or queue. For details, see Using Transfer for Outgoing E-Mail, Chat, SMS, and Open Media. |
Done |
Closes the SMS if no reply is required. It can also open a new window that you can use to place the interaction in a queue. If you click Done without performing an action on the SMS, you will be asked to confirm that you want to close the interaction. |
Reply |
Closes this pane, opens the Outbound pane, and transfers the appropriate data (for example: the From Number here becomes the To Number there). |
The right pane contains three sub-panes, Customer Records, Resources, and Co-Browse, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.
The Customer Records pane enables you to access the database of contacts, and the Contact History for each contact.
The Resources pane enables you to access the Standard Responses database, which contains prewritten responses that you can use during an interaction. You can customize a response to fit the current call. You can insert a response into an Outbound SMS.