Working with Messages

Short Message Service (SMS) interactions begin when a customer sends a text message to your tenant's SMS number for the first time or when they send messages after their last interactions ended. Facebook message interactions begin when a customer sends a message to your company Facebook page through their own page or Messenger app. Once your tenant is configured to handle incoming messages, your Agent Toolbar shows a notification when there is an SMS or message interaction being offered to you to accept. When you click the speech bubble (Notification of a new SMS incoming interaction in the CxEngage Agent Toolbar), you can see the list of interactions you are working on and being offered to you.

The volume of messages that an agent can handle at one time is determined by the Capacity Rule that agent is assigned to.