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- The source of the SMS; that is, the phone number the SMS was sent from (SMS from +441234567890).
- The first part of the most recent message (for example, Hello, I'm trying to find out where my order is. I w...).
- How long ago the last message was delivered (for example, 28s ago).
- The name of the queue that the SMS was routed through (SMS).
- The reporting group associated with interaction plan the SMS was routed through (Agent Workspace SMSs). For information about reporting groups, see How do I create a new interaction plan? in Using Interaction Plans Manager.
- Where applicable, the number of unread messages.
- Where applicable, a badge to show that the chat is new and hasn't yet been selected (opened)
or that the interaction is in a wrap state
New email
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Selected email
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Email with unread messages
(image)
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Waiting interactions
The number of each type of interaction waiting in the queue appears at the bottom of the conversation log. The numbers refresh approximately every ten seconds.
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Agents can reply to and log a chat. For information, see Receiving and responding to chats in Agent Workspace or Logging an interaction in Agent Workspace.
Emails
Information about emails in the conversation window is .........
Example email
(image)
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For information about how agents can work with interactions, see Working with interactions in Agent Workspace.