Overview
The CRM folder in the Agent Interface has tabs for Agents to view their Leads, Callbacks, and Call History. The SMS tab allows Agents to see their recent SMS History. This makes it easy for Agents to continue ongoing conversations with specific Leads and check details from those conversations.
Contents
SMS Tab
The SMS tab is found under the CRM Icon in the Agent Interface. This tab is only visible to specific Agents with SMS capabilities.
Click the CRM Icon, and the CRM panel will open to the left of the screen.
In the SMS tab, the Agent can see all of their recent SMS conversations.
- Conversations are listed in chronological order with the most recent at the top.
- Conversations with an unread message will have a blue dot.
- Click a conversation to open the chat window displaying all of the messages exchanged.
- This will also show the Lead's details in the Lead Layout.
SMS Tab Compared to SMS Logs
Both the SMS tab and SMS Logs allow an Agent to see their message history. However, the SMS Logs are better suited for filtering results and viewing reporting details.
- Agents can view Logs from a specific date range.
- Agents can filter Logs based on Lead details and characteristics of the SMS.
- Agents can view Inbound messages from numbers that were not previously in the Account as System DID Users.
- Agents can also view the exact date and time the messages were created.
- Agents can simultaneously compare messages across multiple conversations.
To learn more about the SMS Logs, see View Agent SMS Logs.
SMS Chat
The SMS Chat window allows Agents to message Leads directly. This window can be opened by clicking conversations in the SMS tab or by clicking the SMS Icon in the Lead Layout.
Here is what an Agent sees when they open the SMS Chat window:
- (A) Lead Info and SMS control buttons
- Lead Info: Here, you can see the Lead's Name, Phone Number, and the last Disposition.
- Minimize icon: This white line hides the SMS window, so it's out of your way, but the conversation remains open.
- Chat icon: This message icon returns you to the message screen if you open the Schedule Callback screen.
- Schedule Callback icon: This calendar icon opens a Schedule Callback screen within the SMS window.
- To learn more, see How to Set a Callback through SMS.
- Lead Info icon: This person icon opens the Contact tab in the Lead Layout.
- Disposition icon: This checkmark icon Dispositions the Lead and closes the SMS window. If the Lead is new, you can select from three options: Success, Recycle, and Trash.
- The Select Disposition button allows the Agent to choose from the Campaign's Quick Dispositions.
- The Preserve Lead Status checkbox maintains the Lead's most recent Disposition.
- Agents with the SMS tab can skip Dispositioning a Lead to ensure the conversation stays open for continued contact with the Lead.
- (B) SMS field and History
- SMS field: You can type out new messages to send the Lead in this text field.
- SMS History: In the gray area above the SMS field, you can see the messages between you and the Lead.
Disposition Screen
This screen opens when you click the Disposition icon.
- The Select Disposition button allows the Agent to choose from the Campaign's Quick Dispositions.
- The Preserve Lead Status checkbox maintains the Lead's most recent Disposition.
- The Schedule Callback button opens the Callback screen.
- To learn more about scheduling a Callback, see How to Set a Callback through SMS.
- Agents with the SMS tab can skip Dispositioning a Lead to ensure the conversation stays open for continued contact with the Lead.
- The Disposition button saves the Agent's selection.
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