Engage Digital | Deferring an interaction

Last updated on January 23, 2022
When an agent delays a response to a message, the message will be moved to the Deferred folder. The agent can also select a specific date and time to move the deferred message back to the Ongoing folder.
Depending on your settings, an inactive interaction in the Ongoing folder will trigger a popup that indicates an interaction has been inactive for a certain amount of time, as determined by your admin. 
You can transfer, defer, or complete an interaction so it doesn’t remain in your Ongoing folder.

Deferring an interaction

  1. Click Routing mode in the left-hand navigation bar.
  2. Hover over a message and click the Defer (clock) icon.
  3. Select a time and/or date from the dropdown.
If you need to reply to a deferred interaction before the selected date and time, you can manually transfer that message back to the Ongoing folder. To resume a deferred interaction, go to the Deferred folder, hover over the message, and click the Resume icon (the right-facing arrow inside a square).
Note: You can resume a deferred interaction only from the Deferred folder. You can resume a completed interaction only from the History folder.
When you resume an interaction, an Interaction resumed by an agent entry is added to the audit log, and the Interaction resumed from field will be assigned a value of completed or deferred, depending on the tab in which you resumed the interaction.
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