Agent Dashboard Part 3 - SMS

Updated: June 3, 2024

In our last article, Agent Dashboard Part 2, we covered the "Campaigns & Queues" tab which contains the campaigns and queues available for agents to join.

SMS Navigation Tab

SMS Conversations Section

SMS (Short Message Service) allows agents to send and receive text messages from contacts with mobile phone numbers. The SMS table displays a history of all inbound SMS messages that are directly associated with an agent and other messages that require a response.

The SMS Table columns provide the necessary information about the SMS. (See below)

There are two ways to view and respond to an SMS from the SMS navigation tab:

• A) Under the "Contact" column, click the contact ID and select to Open Contact to view the contact form pop up window, and click the SMS tab within the pop up window or click View on Dashboard to view the contact on the "Dashboard" navigation tab and click the SMS sub tab.
• B) Under the "Controls" column, click View to open the contact form pop up window, then click the SMS tab.

Any of these options will take the agent the SMS form where they can engage with the contact.

Read more in depth about SMS by clicking HERE.

Next Article: Agent Dashboard Part 4 - Contacts