Navigating Messaging Interactions

You can work with one or more messaging interactions (chat, Facebook, or SMS) in Skylight Desktop based on what your capacity rules allow:

 

  Object Description
1 Messaging Work Offer

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

  If the contact matches an existing saved contact, for example, the contact's phone number matches a saved phone number, then the work offer shows the contact's name. If it doesn't match on an existing contact or it is a Facebook message, then the contact's identifier displays instead of their name.
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 dialogue bubble.
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 agents can write and send a response. Pressing Enter or clicking Send sends the message to the contact.
5 End Chat Click when you are done interacting with a contact. This completes the interaction. The next time the contact sends a message, the new interaction is offered to the next available agent.
6 Customer Details Panel View information about the contact in the interaction in the Info tab. Click History to view past interactions with the contact. If there is a script, click Script to view and submit the script.

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