In Agent Workspace, agents can make and receive calls. If enabled for your account, agents can also send and receive chats using webchat or SMS (short message service).
To use SMS in Agent Workspace, you must create a new SMS destination in Interaction Plan Manager and map this to an interaction plan that will route SMS messages to agents in Agent Workspace. For information about creating an SMS destination and mapping a destination to an interaction plan, see the How do I create a new destination? and How do I create a new mapping? sections in Using Interaction Plans Manager.
When SMS is configured for Agent Workspace, agents can receive and respond to chats sent from an SMS client. For information, see Receiving and responding to chats in Agent Workspace.