Send an outbound message on behalf of a queue

Prerequisites

The following permissions:

  • Conversation > Message > Create
  • Routing > Queue > View

Send an outbound message on behalf of a queue is an option for agents who want to send an outbound message on behalf of an inbound queue. The On Behalf of Queue option ensures that an agent can send an outbound message related to a queue without receiving other interactions. The agent receives credit for the interaction because the statistics are associated with the selected queue. These message interactions count toward the utilization rules set by the administrator. 

An agent can send a message on behalf of a queue using the SMS channel.

For more information about message interactions, see Work with message interactions.

Notes:
  • When an agent sends a message to an external contact, Genesys Cloud automatically attempts to verify the contact based on the phone number you use. The verification process creates the interaction history.
  • For more information about external contacts, including viewing the interaction history, see Work with an external contact during an interaction.

To send a message on behalf of a queue: 

  1. Click Interactions. 
  2. To start an outbound message, depending on your permissions do one of the following:
    • Click Start a new message.
      The Send Message window appears.
    • Click Start an interaction.
      The Start an interaction window appears.Select the Send Message tab.
  3. In the top box, type the first few characters of the queue name. Genesys Cloud displays the matching queues. Only queues that you belong to appear here. Select the correct queue from the list.

  4. In the bottom box, you can search for an external contact. Type the number or a few characters of the name of the external contact recipient. From the list of matching external contacts, select the one you want. Alternatively, you can also directly enter the phone number of a new contact.
  5. Click the Message button or press Enter.  Genesys Cloud attempts to verify the contact and displays the message in the Active Interactions list and in the Interactions panel.
  6. Type a message and press Enter.
  7. To end the interaction, click End Messages.
  8. Complete any after call work needed for the interaction.

Notes:
  • The message threading timeline determines how long message conversations remain open.
  • If an existing conversation is in queue or assigned to an Agent, then you cannot start an outbound message with that contact.
  • If a conversation is open but not assigned, then you receive a prompt asking if you want to take over the existing conversation.