Managing Queue SMS in Contivio

In Contivio, SMS threads from queues now include helpful tags, providing information such as the customer’s number, the queue they texted, and the agent responding. This feature allows multiple agents to efficiently manage SMS interactions and track message handling.

Steps to View and Manage Queue SMS:

1. View SMS Tags:

   • SMS threads display tags with details about the message, including the phone number, the queue the message was routed through, and the agent responding.

2. View Agent Details:

   • To see which agent sent a message, click the down arrow next to the message. This will reveal the agent’s name and the time the message was sent.

3. View Queue Details:

   • Click on the three bars or arrow next to the inbound message. This will display the queue the customer texted, as well as which agent responded to the text.

These features provide transparency and clarity when managing SMS conversations from queues, ensuring agents can track who is handling which message.