Accept and respond to a message interaction

  • Conversation > Message > Create permission
  1. Log in as an agent and go on queue. The Interactions panel opens and new messages appear in the Active Interactions list. 
  2. To begin a message interaction, click Answer.image of the incoming interaction card
    Note: The icon beside the interaction clock indicates the interaction’s messaging channel. When you answer an interaction, the channel icon also appears above the conversation window.
  3. Type your response to the incoming message.image of conversationYour response can contain up to 2,000 characters, can include emojis and, if the interaction is coming from LINE, can include stickers. Attached images must be in .jpg, .png, or .gif format.
  4. To send your message, press Enter.
    NotePureCloud confirms a successful message delivery with a . If message delivery fails, PureCloud displays a warning to inform you of a delivery error.
  5. To continue the conversation, repeat steps 3–4 as needed.
  6. To end the conversation, click End Messages.
  7. 必要な後処理を終わらせます。
  8. メモ: エージェントが一定時間内にインタラクションを辞退したり、インタラクションに応答しなかったりすると、PureCloudはエージェントを応答なしの状態にします。応答なしの間、エージェントは新しいインタラクションを受信しません。辞退された、応答されなかったインタラクションはキューに再度戻されます。