Step 1: All incoming SMSes will be served to the agent. A pop-up will appear containing the contact's details. Click Answer to start communicating with the contact.
Incoming messages can originate from an existing contact card, a second user with the same number as an existing contact, and a new contact.
1. Existing Contact
If the contact is existing, you will be directed to the contact card.
2. Number matches with more than one contact
The contact may be unknown because there is more than one contact that matches the contact information e.g. two contacts using the same number.
3. Unknown Contact
When a contact is unknown, you must create a new contact card.
Step 3: Once the contact has been identified, you will be directed to the contact card. You will see your current conversations as well as all past conversations. You can toggle between conversations by selecting the conversation name from the conversation history. The conversations are grouped into closed (successful and unsuccessful) and open (pending or new) conversations.
Step 4: If the contact has more than one open conversation, the incoming interaction will not be auto-linked. Select the linking icon in the interaction history and select the open conversation to which it belongs.