In Contivio, SMS thread history provides valuable insights into past interactions with customers, allowing agents to manage ongoing conversations effectively. Each message in the thread is color-coded for easy identification of who handled previous messages.
Key Features of SMS Thread History:
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Messages Handled by Other Agents:
- Messages highlighted in red indicate that another agent previously handled the SMS from this customer. The name of the agent who responded will be displayed alongside the message.
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Messages Offered to the Current User:
- Messages in green signify that the current Contivio user was offered the SMS message, allowing them to see which interactions were directed their way.
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Current User's Responses:
- The current Contivio user’s responses are highlighted in blue, clearly indicating who sent the reply and ensuring clarity in the conversation flow.
Viewing Message Details:
- To expand each message’s details, tap the three bars or down menu next to each message. This will provide additional context and information regarding the interaction.
By leveraging the SMS thread history feature, agents can maintain a comprehensive understanding of customer interactions, ensuring seamless and informed communication.