Handling digital interactions in Agent Workspace

Overview

In Agent Workspace, you can manage the following digital channels:

• SMS messages, including Rich Communications Channel.

• WhatsApp messages.

• Webchat messages.

• Emails.

For more information on digital channels, see Channels.

Channel reference

Managing the digital interaction lifecycle

Accepting, rejecting, and replying

Depending on the configuration, the agents can handle one or more active digital interactions simultaneously.

To receive interactions:

1. Ensure your presence state is Ready. For more information, see Changing presence states in Agent Workspace.

2. Click Accept on the card to handle the interaction, or click Reject to return it to the queue for another agent.

3. Type your reply in the Interaction area.

4. Use the following keyboard shortcuts to send your message or add a new line:

5. You can add notes or select a disposition code while the interaction is active. Only the last selected disposition is saved.

Emails

Signatures

• Your default signature is automatically inserted as a separate paragraph when you open the reply editor.

• If you manually accept an email interaction, the signature is inserted automatically.

• Signatures are anchored to the bottom of the message; navigating between tabs or parking the interaction will not cause the signature to duplicate.

Reply All and recipient synchronization

Agent Workspace supports two reply modes for email interactions containing multiple recipients or CC participants:

Restricted mode - replying without Reply All permissions

When Reply All is not enabled, the system automatically restricts outgoing responses:

• An info badge on the To field states: Replying to original sender only.

• Your message is routed exclusively to the original recipient, and any third-party participants are omitted.

Enabled mode - using Reply or Reply All

When Reply All is enabled, two options appear at the bottom of the message or in the top-right menu:

• Reply - The To field is populated with the From address of the last message. Other participants are not included.

• Reply All - The To field is populated with the From address of the last message. All other recipients (excluding you) are automatically added to the CC field.

WhatsApp

Reacting to messages

1. Hover over a customer message and click the Reaction button (or click the chevron icon and select Reaction).

2. Select an emoji, or click + to open the full emoji picker.

   1. The reaction appears on the message for all participants.

3. To remove a reaction, click it again.

Replying to a specific message

1. Hover over a customer message, open the message actions menu, and select Reply ( or click the chevron icon and select Reply).

2. Enter your response in the message input field and click Reply.

The reply remains linked to the original message, and both you and the customer can view the message relationship within the conversation.

Initiating outbound digital interactions

Agents can proactively start conversations across email, text message (SMS and RCS), and WhatsApp directly from the Agent Workspace.

Click any valid phone number displayed in Agent Workspace, select your preferred channel (SMS or WhatsApp) from the menu, and instantly initiate a digital interaction using Click to Chat. For more information, see Configuring External Click to Dial and Click to Chat for Agent Workspace.

Outbound text message

To start an outbound text message interaction, perform the following steps:

1. Click Initiate text message interaction.

2. Enter the recipient’s phone number.

3. Compose your message in the text area and click Send.

Outbound WhatsApp

To remain compliant with WhatsApp Business rules, proactive outreach must follow a specific template-based workflow. For more information, see Configuring WhatsApp for Agent Workspace.

To start an outbound WhatsApp interaction, perform the following steps:

1. Click Initiate WhatsApp interaction.

2. Select the From number and enter the recipient’s phone number.

3. Choose a Meta-approved template from the customizable list.

4. Click Start Chat.

Outbound email

To start an outbound email, perform the following steps:

1. In the Intelligent Workspace, click Initiate email interaction.

2. In the From dropdown, select the appropriate outbound identity (e.g., support@company.com).

3. Enter the recipient’s address in the To field.

   • The Send button will remain disabled until a valid recipient is added to this field.

4. Enter a Subject and compose your message using the rich text editor. The text cursor now defaults to the start of the message area, allowing you to begin typing immediately above your signature.

5. Click the Paperclip icon to attach files or drag and drop them into the editor.

   • You can now drag and drop SVG files as attachments.

   • If the Send button is disabled due to a corrupted file or validation error, hover over the button to see a descriptive tooltip.

6. Click Send.

Parking and auto-parking digital interaction

If a customer stops responding, you can park the digital interaction to free up your capacity.

• Manual Park: Click Park to park the interaction. The interaction stays in your log, but moves to the Parked tab in the Conversation log.

• Auto-park: The system automatically moves inactive interactions to the Parked tab after a set timeout.

Parked interaction: End interaction countdown timer

Once an interaction has been moved to the Parked tab, a countdown timer displays on the interaction card showing how long remains before the interaction ends.

• The timer turns red when 10 minutes remain.

• If the contact replies before the timeout, the interaction automatically unparks. It is routed through an interaction plan, which first attempts to deliver it back to you as the last handling agent. If you are unavailable, it routes to any available agent.

• If there is no reply within the limit, the system ends the interaction.

The duration of this countdown is controlled by the End after setting in your channel profile. For more information on configuration see Managing channel profiles in Channels.

Transferring digital interactions

If you cannot resolve a customer's issue, you can transfer the chat or email to another agent or a specific interaction plan.

• Digital transfers are cold, meaning that you cannot speak to the receiving agent before the transfer is complete.

• You can only transfer to agents who are currently in the Ready state.

• The receiving agent will see the full transcript of the conversation up to the point of the transfer.

To transfer an interaction:

1. Click the Transfer icon in the top-right corner of the Interaction area.

2. Use the search bar to find a specific agent or interaction plan. You can search by:

   1. Name

   2. Agent ID - type part or all of the Agent ID to locate a specific colleague. Results display both the Agent Name and the Agent ID.

3. Click the Transfer button next to the target name.

4. The transfer is sent to the receiving agent.

   • If the transfer is accepted, you receive a notification, the interaction is removed from your log, and you can no longer send messages.

   • If the transfer is rejected, you receive a notification, the interaction remains active in your log for you to resolve or attempt another transfer.

Ending

An interaction enters the Wrap state when you click End or the contact closes the session. A confirmation message will display the total session duration.

Logging digital interactions

After an interaction concludes, you enter a Wrap state. This period allows you to finalize your notes and select the appropriate disposition codes before officially closing the session.

You may continue to receive new interactions while in a Wrap state, provided you have remaining capacity and your presence status allows it.

In the Wrap state, you can manually log the following:

• Disposition code(s) to categorize the interaction. For more information, see Disposition codes.

  • If they are required, you cannot click Complete until a code is selected.

  • If they are optional, a Wrap up countdown appears. You can click Extend to reset the timer. If the timer hits zero, the interaction closes and disappears from the log.

• Notes in the text area.

If enabled for your account, you can use:

• Agent Assist to receive a suggested disposition code based on the transcript. For more information, see Interactions in Agent Workspace.

• Insert Summary button to have AI generate a recap directly into your notes without deleting what you have already typed. For more information, see Interactions in Agent Workspace.

Click Complete to save all data and clear the interaction from your log. For more information, see Interaction logging.

Accessing the Interaction ID

Every conversation is assigned a unique Interaction ID (GUID) that you might need for referencing specific conversations in support tickets or CRM records. You can retrieve the Interaction ID while the interaction is active:

1. Navigate to the Insights panel.

2. Open the Information/Metadata tab.

3. Click the Copy icon.

Advanced features

Cross-media consults

If you need more information or assistance regarding the digital interaction you are handling at the moment, you can initiate a voice call directly from a chat or email. For more information, see Handling voice interactions in Agent Workspace.

Attachment validation and security

Agent Workspace automatically validates attachments before upload across supported digital channels. This includes file type verification, MIME type checking, and security inspection to help protect against unsupported or unsafe file uploads.

Supported file types and sizes by channel

Documents