Working with Facebook, SMS, and Chat Messages in Skylight Desktop

When a new messaging interaction is offered to you, a toaster notification pops up in the global footer with the contact's initial message and their contact information.

  1. Click anywhere in the notification to accept the work.

    To reject the work, wait for the countdown next to the contact's name or identifier to reach 0. The work is then offered to the next available agent.

  2. In the text box, enter your reply to the contact.

    Optionally, click + next to the text box to select a messaging template to send. The + only appears if templates are enabled on that channel for you.

  3. Press Enter or click Send to send the message.
  4. When you are done the interaction with the contact, click End Chat.

    5. A confirmation message is displayed.

  5. If you are sure that you want to end the interaction, click Confirm.

    6. The next time the contact sends a message, a new interaction starts and the work is offered to the next available agent.

  6. If Wrap Up is enabled, complete any post-interaction work, such as adding notes.
  7. If you complete your post interaction work before the time elapses, click Actions > End Wrap Up.

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