Engage | Getting started with messaging in Engage

These are the actions that Engage agents typically perform to interact with messages from different channels. Additional actions may be allowed or some of these actions may be unavailable depending on an agent’s permissions.

Process customer messages

1. Log in to Engage. See Logging in to Agent for instructions.
2. Tell the platform that you are ready to make or take messages. See Starting an offhook session for instructions.

a. See Managing cases for instructions on using the All messages section.

b. See Managing digital interactions for instructions on using the My messages section.

Note: You can process messages and be on a call at the same time. Your inputs in the All messages or My messages sections will be saved even if you switch to the My calls section.
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