Engage Voice | Intro to All messages

As discussed in Intro to Omni-channel Agent, the All messages is one of the 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. These views provide agents with a customer support interface that centralizes in-app messaging, SMS, social media, email, and web chat messages to ensure operational efficiency, message traceability, and large-scale processing of all digital interactions.

For the purpose of this article, we will only focus on one of the two operational modes, All messages. Alternatively, if you would like to learn more about My messages, visit Intro to My messages. 

 

Your admin does the configuration for All messages via the Omni-channel Voice Admin interface that ranges from user access and permission, mailbox folder configuration, and how messages are routed to agents. 

You can access All messages by clicking the All messages folder icon located in the left-hand navigation bar.