Handle Your Unprocessed Messages

As an agent, you can see messages (such as emails, SMS, and social media messages) that were ignored or not handled by you or were not routed to you as a result of a system error. Also shown are messages that you sent but did not reach their intended destination because they are awaiting to be approved by your supervisor.

Procedure

1. Click the  button on the Toolbar. This displays the Unprocessed Messages Panel.

2. Click the message that you want to handle and then handle it accordingly (as described in Handle an Incoming SMS Text Message and Handle an Incoming Email, for example).

Note: you can delete a message that is awaiting approval by your supervisor but you cannot perform any other action on it (such as reply to it).