Message action items can be used to respond to customer messages, transfer interactions, edit replies, and more. While some elements of the Inbox and Routing mode may differ, some message action items you see in Inbox can also be available in Routing mode.
It’s important to be familiar with these action items so you can respond to customers and categorize their messages efficiently. The options below may or may not be available for you depending on how your admin configures your permissions.
In the Inbox, to access the action items for a message, simply hover over the message in the message thread panel at far right and the action items will appear to the left of the message.
You can also hover over the top right corner under your agent initials to reveal action items for the entire conversation.