How to send/review text messages with an employee

For agents with permissions to view/send text messages enabled:

1. Log in to the agent dashboard and navigate to the desired case if needed by clicking on the case name

2. When viewing the case, you can either navigate to the messages tab using the speech bubble icon then click on a message with an employee or click on the employee’s name directly from the case’s employee list to open the employee profile, which contains the employee’s text message thread. Use the magnifying glass icon to search for an employee if needed.

Or

Select an individual employee. Each employee has a unique messaging window that includes all of the messages sent to or received from an employee.  Campaign messages are highlighted in orange while one-to-one messages are grey or blue.

3. From an employee’s message thread, click the speech bubble icon to the left of the “Select a message…” prompt to select from the dropdown list of predefined messages. Click the blue “Send” button after selecting the desired message.

Note: Only predefined text messages are available in the employee message thread, so agents are not able to type a message in freeform. If there’s a template you would like to use that’s not available in the dropdown, reach out to your administrator.

Select any employee’s name to view the existing thread in this window to review messages, check for replies, or send a new message. Want to schedule text messages for a later date?  Check out how with SMS Campaigns.