Agent Instant Messaging (for Admin)
The Coaching page lets admin staff send instant messages to individual agents or groups of agents through the system. If an agent is logged out or on a break when a message arrives, they see a notification for any unread messages once they log back in.
Messaging agents
First, select who you want to message using the CTU list and filters on the left of the Coaching page. You can select a single agent or a group.
- For a single agent, select them directly from the list.
- For multiple agents, select the filter button, then choose the campaign, list, team, or queue that contains the agents you want to message.
- Enter your message in the message box.
- Select the appropriate send button for your selection.
- A confirmation dialog appears, showing the agent's name for a single recipient, or the number of agents for multiple recipients. Select OK to send.
Receiving messages (agent side)
While logged in, an agent can view any messages they've received, regardless of their current status. If messages were sent while they were logged out or on a break, those missed messages are available here too once they return.
Message alerts
A new message appears as a toast alert in the bottom right corner of the screen. This bell icon stays in place if the agent missed the original toast alert, for example while on a break.
Viewing a message
Messages display in a dialog box on screen and don't affect anything else the agent is doing. Both inbound and outbound interactions of any type continue to function as normal while a message is showing.