How to accept a text message (SMS)

To work with a text message, click it on the left side of the workspace under Messages.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

To be able to accept messages, make yourself available on the left panel.
To answer a message, look under Messages and click an SMS message.

Tip: The chat at the top of the list may be the most urgent (newest).
Result: The message opens in a new column in the workspace to the right and is ready to work with.
A red spot tells you that the customer is waiting for a response.
To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

Result: You are prompted to select an agent or department. Select the receiving agent or department and click Transfer.
Options while working with a message:
- View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
- Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.