As discussed in Navigation and layout for Agent
, the Inbox and Routing mode are the two operational modes that agents and supervisors can use to manage interactions from all digital channels and social media platforms. Here, we will discuss the specific elements of the Routing mode that you can use to handle interactions.
The Routing mode is one of the operational modes that agents can use to respond to customer messages from different channels and social media platforms.
The Routing mode is signified by a checkmark inside a box icon, located in your left navigation bar. Under Routing mode, you can access your messages via the left panel, which contains the mailbox folders for messages sorted out in three different folders according to their workflow status: Ongoing, Deferred, and History.
The main difference between Inbox and Routing mode is how messages are grouped together in mailbox folders and routed to agents. While some elements of the Inbox and Routing mode may differ, please note that one similarity between them is that an agent can use some of the same message action items in Routing mode that are also available in Inbox. The message action items that are available for you depends on how your admin configured your access.