Compose an SMS message from a chat in HR Service Delivery Agent Workspace

Create and send an outbound SMS message to a recipient directly from a chat interaction. Access interactions assigned to you to follow up via SMS message when you need more details from the employee.

Before you begin

Role required: sn_hr_core.case_writer

About this task

An interaction is a request for assistance made through chat, phone, or in person. Interaction records are automatically created when you're using agent chat. The Compose SMS option is only enabled for active chat interactions.

Procedure

1. Navigate to All > HR Case Management > HR Agent Workspace.
2. Select the list icon () in the HR case and navigate to Interactions > Assigned to me.
3. Select an active chat interaction for which you would like to respond to the recipient via an SMS message.
4. In the chat interaction modal, select the more options icon and select Compose SMS to initiate an SMS conversation with the recipient.
   The Send via SMS modal launches with Send from and Send to fields.
5. Use the drop-down Send to field to select the SMS recipient.
   You can choose an automatically populated phone number or choose Other to enter the phone number manually in the Other number field. Automatically populated phone numbers display based on the following criteria:

   The Opened for field is populated on the interaction with phone number.

   The phone numbers as specified on the HR Profile record. The label for each phone number on the Send via SMS modal will match the label for the Phone number field on HR Profile record.

   If a manually added phone number is not associated with an existing active channel user profile record, the record is created automatically when you send the SMS message.

   Note:

   When an interaction is created with phone number p1, not associated with an existing HR Profile, a channel user profile is be created as a Guest. When the user updates an HR Profile, HRP1, with a phone number p1, the user is treated as HRP1.
6. Compose the SMS message, add an attachment if necessary, and send to the employee.
   You can also select the quick action icon, or enter a backslash (/) in the chat area, to use quick actions for SMS messaging. See Agent Chat for more information.
   You will receive a confirmation when the SMS message is sent. Select the confirmation to view the interaction details,if desired.

   Note:

   For complete details regarding initiating SMS conversations in Agent Workspace, refer to Agent initiated SMS conversation.