Handle SMS Interactions in MAX

Transfer—Transfer the contact to another agent.

Launch—Access custom links configured by your administrator or create a new commitment.

End—End the interaction.

Displays past SMS conversations with the contact. This may help you understand the context of a message.

This area displays:

• The text bar to type a message.
• Your character count (limit is 700).
• An option to select dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. or tags if your administrator has configured any.
• Icons to elevate to available channels (see below).

When you click the phone icon , you elevate In a dynamic delivery environment, the ability to switch a contact from one channel to another in the same session to better serve the contact's needs. For example, elevating a chat contact to a voice call. the interaction to a phone call. A text box lets you type the phone number to call. A drop-down field lets you choose the phone skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to use to place the call. Click Call to complete the elevation.

When you click the email icon , you elevate the interaction to email. Standard email fields let you supply an email address, subject, and body for the email. You can also:

• Add attachments
• Format the body text
• Add CC or BCC contacts
• Use quick replies