Message action items in Routing mode
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’ll see in Inbox may also be available in Routing mode.
To access the action items for a message in Routing mode, simply hover over the message and the action items will appear to the left of the message.
The following list includes some action items that might be available to you:
- Resume:Indicated by a rightward arrow inside a square icon, this allows you toreply to a message. This will allow you to respond back to cases that are completed and transfer the interaction from the History folder to the Ongoing folder.
- Categorize thread: Indicated by a tag icon, this categorizes messages to a different folder.
- Defer:Indicated by a clock icon, this delays a response to the message for a specified time period.
- Transfer:Indicated by a rightward icon, this transfers the interaction to another team or agent.
- Complete:Indicated by a checkmark icon, this marks the interaction as complete.
- Print thread:Indicated by a printer icon, this lets you print or save a copy of the entire thread.
- Download all attachments: Allows you to download all attachments from a single message into one .zip file.
- View audit log: Indicated by a notepad icon, this opens theAudit logwindow, which displays all messages and activity for all cases.
- Change language: Allows you to switch to a different language setting. Once clicked, theMessage language editionwindow will open up where you can select your preferred language.
- Ignore:Indicated by an archive icon, this ignores all future messages in the same message thread.
- Mute:Indicated by a speaker and x mark icon, this mutes all future messages in the same message thread.
- Lock thread:Indicated by a lock icon, this will close and lock the message thread. You can’t reply to a locked thread.
- Unlock thread:Indicated by a lock icon, this unlocks the message thread.
- Ask an Expert:Allows you to consult an Engage Digital expert for help with a customer’s concern.
- Cobrowsing: Allows you to request a collaborative browsing session with a customer.
- Extra actions:Allows you to see other action items that you can do for a message. Some of the action items enumerated above can be accessed here, depending on how it’s configured by your admin.