The SMS Channel Section shows all the interactions managed by the Agents and coming from Short Message Service systems.
The SMS Channel allows you to define the SMS Accounts that the Agents, belonging to specific SMS Queues, will share and use to send and receive SMS messages in the standard XCALLY Motion Omni Desktop Interface.
The XCALLY Motion SMS Channel provides some ready-to-use interfaces towards Short Message Service Providers (like Twilio) but the System Administrator can very easily configure new ones.
The Customer and the Agent can exchange SMS messages, reaping the following benefits:
the Customer can use market standard SMS systems
the Agent interaction happens inside the XCALLY Motion common environment
the Agent can manage several types of interactions at the same time
the interaction content is shared, easily retrieved and managed
all the Customers information is stored in the Contacts Manager
Whenever customers interact with the Contact Center using SMS system, the Agents belonging to the specific chat channel queue will receive a request on the Omni Desktop interface.
They can reject it and the request is passed to another Agent in the same queue (in this case Sales).
The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.
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If your Agent Desktop is running on MAC with OS High Sierra and using the Browser Safari, remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions |
SMS Session
Let's see how a typical SMS session looks like:
On the Agent's side, anytime a message is sent:
 | a single checkmark means that the system encountered a problem (e.g. the web site page has been closed or things like that). |
 | a double checkmark means that the message has been delivered to the chat website |
In order to reply to a SMS, the Agent can insert directly a text in the input box and press enter (or search a canned answer and send it).
How to insert an internal note
The Agents can insert an Internal Note in the interaction:
Click on the icon
Write the note and save it:
From now on the note is shown in the interaction, but it's only internal to the organization and the customer will never see it:
Also the Supervisor can spy a Chat interaction from the Interactions List and insert notes for the the agent only (the customer will not see this note):
If the interaction tab is open but the Agent is working on something else, a red badge appears on the tab, any time a new chat is received regarding the same interaction (where the number shown is the number of unread messages).
Closing SMS session
If the Agent closes the session clicking on the X sign in the session tab:
and confirm:
The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:
or ready-to-use multi level dispositions:
The same Close&Dispose action can be applied clicking on the 3 dots of the interaction and then on Close and dispose
Dispositions
Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three).
If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:
the name of the disposition applied:
Now, hovering over it with the mouse all the information on the disposition itself will be displayed:
so you can discover that in the above example a single level disposition has been applied.
If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:
Now, hovering over it with the mouse all the information on the disposition set will be displayed:
NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused.
Transfer
If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the SMS interaction:
to another queue or to another agent (among the online and not in pause status agents):
and the system will let you choose among those available:
Contextual information
On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:
CONTACT | INTERACTION | JOURNEY |
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 To add more details in the Contacts Manager file, click on More |   It refers to the current interaction |  Here you can see the entire history of interactions with this user   All these interactions are coming from SMS Channel. You can filter the interactions by channel and by date using the filters above.   Each interaction can be opened clicking on this button (and this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on Show Details |
List of SMS Interactions
The list of the interactions managed by the Agents will be available on the SMS Channel Interactions view:
The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.
You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Website name, Agent (the first one who managed it), Tags (multiple choice).
The interactions can be searched by:
interaction ID
message text
contact first name
contact last name
contact phone number
Click the search button, insert the search string and confirm:
and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on X.
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If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. |
The interaction can be:
Open
Closed (by an Agent)
If you see a small number near the contact name, like in the following picture:
it means that new interactions have been received (but not managed) in the same conversation.
Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
Clicking on the three dots menu, the agent can apply the following commands to the selected interaction:Show the interaction contentsDownload a pdf transcript of the interaction (depending on Agent's permissions)Close and (eventually) dispose the interaction.
You can use the Advanced Search button and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:
Select the Field (scroll the list of all the available search fields)
Select the Operator among those available (eg.: equals, contains, starts with, and so on)
Select or insert the Value
Add the Condition (click on + )
To add more conditions repeat the operation, like in the following example:
and choose whether the conditions:
must all be met:
or at least one of them:
If you want to delete the advanced search condition inserted click on the single search condition button X to delete it or click on the CLEAR button in order to delete them all at once.
When you finish, click on the APPLY button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.
It is possible to:
modify a condition set: click on a set condition and press Edit
now change the condition as you like(field, operator, value)
temporarily disable the search condition: click on the set condition and press Disable:
and enable it again:
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When a selection is active as long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (red on a white background) and blinking Moreover the Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the filters Select a list or Select Tag |
Send a new SMS
In order to send a New SMS click on + button, choose the account (from the list of those available) from which to send it and then compose the message and recipient number:
The recipient number must be:
internationally formatted number, if you use Twilio, Connectel, ClickSend or Plivo
internationally formatted number without +, if you use Skebby