Now let’s discuss how to accept an awaiting interaction in My messages. Before you can reply to a customer message, you need to assign that message to yourself. Once you are alerted about an awaiting interaction in the left pane, you can simply click on the Accept button on the message to accept the interaction.
Alternatively, you can click on the message and it will bring up the New message modal window that details that message’s channel, queue, name of the person who sent the message, date and time, language, as well as skill category. You can either click on Decline to decline the message, or click on Accept to accept the message.
The interaction status will no longer display New Message, and other agents are prevented from working on the same message.
Please note that not accepting a message in a timely manner will cause it to time out. A missed message alert prompt will ask if you’re ready to accept a new message, and the message you missed will either remain in the queue or be routed to another agent. You can access the missed message again by logging in again.