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PureCloud for Salesforce in Service Cloud

Note: This article applies to PureCloud for Salesforce. The PureCloud for Salesforce…

ACD messages overview

With ACD messages, agents can send and receive interactions from messaging platforms.…

About ACD and SMS messages

With ACD messages, agents can send and receive interactions from messaging platforms.…

Accept and respond to an SMS message interaction

Log in as an agent and go on queue. The Interactions panel opens…

Discard a message interaction

Discard a message that your company regards as spam or undesirable. From…

About ACD emails

PureCloud routes incoming email messages through ACD just like it routes calls…

Set default event handling behavior

Event handling determines how Architect behaves in the event of an error, such…

Workspace transfers

Note: This article applies to PureCloud for Salesforce. In Salesforce apps with…

PureCloud features

Learn about PureCloud contact center, Communicate, Collaborate, platform, and integrations features, and…

Transfer a message interaction

Prerequisites

PureCloud 3 license
PureCloud User default role

Select the message you want to transfer.
Click the Transfer icon.
Enter the name of the person or queue you want to transfer the message to.
Click Transfer.
Complete any required after call work.

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