Navigating Messaging Interactions

You can review and reply to incoming chat, Facebook, or SMS messages in Skylight.

Message interactions are indicated with a message bubble icon () in the interactions management panel. If your tenant uses capacity rules, you can receive message interactions if Messaging is included in the capacity rule assigned to your user profile.

After you accept a message interaction, the primary content updates to look like this:

  Object Description
1 Messaging Work Offer

The incoming messaging work offer notification. Click to accept the interaction.

The icon also displays the amount of time that has elapsed since the contact sent the initial message. Elapsed time for messages is specified in minutes (m) or hours (h)
2 Active Interactions Lists all active interactions. Click the interaction to view the conversation. Messaging interactions (Facebook, chat, and SMS messages) are indicated by a message bubble icon ().
3 Messaging Conversation The messages sent from agents and contacts in the conversation are displayed in the primary content area.
4 Agent Response Text Area The text area where you can write and send a response. Press Enter or click Send to send the message to the contact.
5 Actions

Use to Actions drop-down menu to perform the following actions:

  • Click End Chat when you are done interacting with the contact. This completes the interaction. The next time the contact sends a message, the new interaction is offered to the next available agent.
  • Click Wrap Up On to enable the wrap up feature.
  • Click Wrap Up Off to disable the wrap up feature.

Watch the CxEngageTraining video to see this in action:

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