Responding to digital interactions

Last Updated : Jul 10, 2024 |

About this task

You can perform various actions after accepting a digital interaction. For example, you can transfer the interaction, add an attachment, or send an emoji. After completing the interaction, select a disposition code to summarize the outcome.

If you transfer or end an interaction, Avaya Workspaces for CRM closes it and places you in the Ready state so you can receive new interactions.

Before you begin

Accept a digital interaction.

Procedure

  1. Do one of the following to send a response:

    • For chat and social media messaging, type a response in the message field and click the Send icon.

    • For emails, click the Reply icon, the Reply All icon, or the Forward icon and type a response.

  2. Click one of the following to perform other actions:

    • the Transfer icon: To transfer the interaction to another agent or service.

    • the Queue Received Templates icon: To use a template for your response.

    • the Emoji icon: To send an emoji. This option is not available for email interactions.

    • the Attachment icon: To send an attachment.

      For chat and social media messaging, the maximum supported file size is 25MB. For email, it is 20MB.

    • the End Interaction icon: To end the interaction.

    • the Three Dots icon: To access more options and select a disposition code for the interaction.

Related information
Templates
Using templates
Adding disposition codes
Transferring digital interactions