Engage Voice | Intro to My messages
All messages and My messages are the two operational modes of the Omni-channel Agent digital interface. Agents assigned to handle digital interactions will have access to two digital modes: All messages and My messages.
Here, we will discuss the specific elements of My messages that you can use to handle interactions, by responding to customer messages from different digital and social media channels. To learn more about using the All messages, visit Omni-channel: All Messages.
Your admin configures the experience for My messages via the Omni-channel Voice Admin interface, including setting up user access and permission, and configuring the digital queue by assigning agents and configuring rules.
You can access My messages by clicking the My messages dialog icon located in the left-hand navigation bar.
Here, you can access your messages via the left panel, which contains the folders for messages sorted according to the digital queue that distributed the message to the agent.
The main difference between All messages and My messages is how messages are routed and presented to agents. While some elements of All messages and My messages may differ, please note that one similarity between them is that an agent can use some of the same message action items in My messages that are also available in All messages. The message action items that are available to you depend on how your admin configured your access.
Message folders
The message folders in My messages are categorized according to the workflow status of interactions nested in three different message folders. These message folders can be accessed via the left panel in My messages.
Unlike in All messages, where mailbox folders can be customized and grouped according to your preference, the message folders are grouped according to the workflow status of the message.
My messages is helpful when you want to toggle between messages according to their workflow status so you know what to prioritize.
While in My messages, you can navigate between messages in different queues that you are assigned to, by clicking on a message belonging to a queue in the left pane.
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