Handle an Incoming SMS Message

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When an SMS message is routed to you or if you open one manually, the message appears on the left side of the screen. Your availability status automatically changes to 'SMS setup' and then to 'SMS'.

Do one of the following by clicking the appropriate button:

Button	Use this to
Delete	Delete the message and remove it from the system.
Ignore	Tag the message as an unprocessed message.
Done	Complete the conversation without replying to the message. The action is logged in your transaction history and in RECORDER.
Requeue	Return the message to the front of the queue it was waiting in before being routed to you.
Send	Send the reply after typing your response in the reply panel at the bottom. As you type, the total number of characters and the number of 160-character messages into which the message will be divided is displayed. After sending, you will be placed into the 'Wrap' or 'Available' status (as configured by your administrator). Note: to forward the SMS message to a different number, edit the number that appears in the To: field above the reply panel.

If the approval system is enabled, approve your trainee agent’s reply by selecting one of the following.

Button	Use this to
Ignore	Tag the messages as an unprocessed message. The reply sent by the trainee agent is not sent.
Approve	Send the approved (by you) reply.
Edit	Use this to edit the reply. Click Send to send the reply or Back to return to the reply.