Active Workitem SMS Example

Active Workitem SMS Example


This article will help you understand SMS workitems and how to interact with them.

Active Workitem: SMS

With the Thrio system, you can receive live SMS messages from customers

Incoming SMS: Workitem Control Pop-up

When you are available and an incoming SMS is presented to you, the Workitem Control Pop-Up will appear in the lower, right-hand corner of your screen.

Incoming SMS: Workitem Control Pop-up (detail)

  • Media Type Icon The Media Type Icon is located in the upper, left hand corner of the Workitem Control PopUp. This gives you a visual indication of the media type In this case SMS
  • Sender’ Caller ID, Timestamp, Campaign and Queue Indicator The sender’s Caller ID, Timestamp, Campaign and Queue Indicator is located in the upper middle part of the Workitem Control PopUp. This gives you text based information on who the customer is, when the workitem came in, and the campaign and queue it came in on.
  • Countdown Timer The Countdown Timer is located in the upper, left hand part of the Workitem Control PopUp. This lets you know how much longer you have before the workitem will be sent back to the queue for someone else to handle if you do not accept the workitem in time.
  • Accept Button The Accept Button is located in the lower, lefthand part of the Workitem Control PopUp. By clicking this button, you will be “answering” the workitem and dealing directly with the customer if it is a real time workitem.
  • Reject Button The Reject Button is located in the lower, righthand part of the Workitem Control PopUp. By clicking this button, you will be “rejecting” the workitem and therefore sending it back to the ACD queue.

It is considered a best practice to immediately reject a workitem you cannot handle. The rationale is that it’s better to send the customer back to the ACD queue as quickly as possible to ensure the integrity of SLAs.

Incoming SMS: Default to SMS Tab

Upon accepting a SMS, the active workitem control tabs will default to “SMS” if you accept from the Workitem view. You may now continue the SMS dialog “live.”

The SMS dialog screen will appear directly in the middle of your workspace. You will see a time stamp next to each bit of dialog both from the customer and also your responses. This helps you to keep track of response time so you can be diligent in engaging the customer in a timely fashion.

  • When you have an active SMS you can respond by typing in the input box below the main chat window and selecting the send icon located on the bottom righthand side of the chat window
  • to the left of the send button is an emoji Icon. If you select the emoji icon a window will open. Select the emoji you want to send and it will be added to the input box. Then select the send icon to send the SMS.
  • the icon on the left of the emoji icon is the response templates icon. If there are SMS templates that are assigned by your administrator you will see a red badge and a number in white that indicates the number of email response templates.
  • If you select the response templates icon a window will open with the names of the response templates listed on the left hand side. On the right hand side is the text that can be added to the SMS To add the text select the “OK” button located on the bottom of the window to cancel without adding any text select the “cancel” button located at the bottom of the window. To send the text of the response template select the send icon

Incoming Workitem


After accepting a workitem, you may see a user survey. User surveys are custom built by your Administrator. For questions on filling out t

Contacts Tab

After accepting a workitem, you can click on the “Contact” tab to reveal the “Mini CRM” screen. Here you can add or edit information about the customer. The contact screen provides you with the ability to get a quick look at essential customer information. This includes fields for name, address, time zone, coordinates, date of birth, and customer ID numbers or case numbers, for example.

Depending on how your system is configured, you may be able to view the same contact information in a native, third-party CRM system that Thrio is integrated with.

The use of tabs here is to provide you with a short cut to that section. You can also scroll down to the section you have selected

Incoming Workitem: Notes Tab

After accepting a workitem, you can click on the “Notes” tab to reveal to see existing notes on the customer taken by other agents and you can also create a new note.

Depending on your authority or class of service, you may not be able to create new notes. This note-taking capability is set by your system administrator.

Incoming Workitem: Personality Insights Tab

The Personality Insights tab reveals tips on how to best interact with the customer. Insights will only appear if there has been enough historical dialog with the customer to ascertain personality.

Incoming Workitem: Data Tab

The Data tab stores essential “snapshot” information on the customer including name and file number (if connected to back-end system).

Incoming Workitem: Information Tab

The Information tab provides details on the workitem including priority, queue information, and start and stop times.

Incoming Workitem: History Tab

The history tab reveals a chronological timeline of interactions with the customer. After performing a search, on the right-hand side of the screen you will see arrows. Clicking on an arrow that corresponds with stored workitem will reveal more detail on that item.

History Detail in an Active Workitem Screen

The history detail in an active workitem screen will appear on the right-hand side of the workspace. After performing a search it provides a chronological history of interactions with the active contact.

On the very top of the history section, you can click on the drop-down icon to choose how far back in history you want to see. Your choice will then display only items in that chosen timeframe.

History Detail: Selection of Timeline Items

By clicking the “down arrow” icon associated with a particular timeline item, the item detail will expand to include additional information.

Incoming Workitem: Events Tab

The Events tab provides information on workitems associated with the active contact. For example, queue name, routing result, duration and priority.

Incoming Workitem: Transfer

If other agents are available, you can transfer a SMS. Click on the Transfer icon in the upper, right-hand corner of the workitem workspace to initiate a transfer.

Incoming Workitem: Transfer / Agent Selection

Once you initiate a transfer request, the company directory will pop up. Simply select an available agent or queue and then click on the transfer icon in the upper, right-hand corner of the Company Directory pop-up.

Outbound SMS

  • In order to initiate an outbound SMS. select the circle on the bottom righthand corner of your avatar. Your avatar is located on the top righthand corner of your screen.
  • When you select the circle a drop down list will appear. The first choice is “Outbound SMS”. Select outbound SMS
  • A pop up window will open. Enter the phone number of the SMS capable device you wish to reach in the “To” Field. Enter the text you want to send in the SMS field. Then select the SMS campaign you wish to use from the “SMS Campaign” drop down list. then select OK. When you select OK if you are on the workitem view you will see the outbound SMS. If you are on another view you will need to navigate to the workitem view to see the outbound SMS. NOTE: you can also begin an outbound SMS from a contact
  • To begin sending an outbound SMS from a contact navigate to the contact. Select the SMS icon next to the contact’s mobile phone number. When initiating an outbound SMS from a contact the system will use the then default SMS campaign that you have selected under user settings. To see the outbound SMS you will need to navigate to the workitem view
  • The SMS will remain as an active workitem on your screen until you terminate it. Unlike Chat that can terminate when the customer disconnects SMS does not terminate on its own. It is your responsibility to terminate the SMS conversation. If the customer responds back at a later date a new SMS conversation will be routed to the next available agent via the ACD.

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