As an agent, you can send emails or SMSes to customers. The manager or system administrator can enable this feature in the Agent window of the portal if the options are not already enabled. Only if the option is enabled you can view the options in the contact list of the agent desktop.

  • You can also manage the consent within the Contact Directory section of your desktop. This section appears depending on your agent desktop configuration.

Sending an Email

You can send an email only if the email channel is enabled on your agent profile.

To send an email to a customer:

  1. Click the Compose an Email icon next to the customer's email address.
    The Compose Email window appears.

  2. If you want to send a copy of the email to others, select the CC option.

  3. In the From field, select the email address from which you want to send the email.

    Only the email addresses assigned to the service you have signed appear in the From field.

  4. In the CC field, enter the email addresses of the recipients to whom you want to send a copy of the email.

    You can enter a maximum of four email addresses.

  5. In the Template field, select a template for your email. If you do not want to use any template, select NONE.

    If email consent for the customer and the email address is not available, you can send only an opt-in template-based email to the customer.

  6. If you selected NONE in the Template field:

    1. In the Subject field, enter the subject of the email.

    2. In the text box, enter the message that you want to send to the customer.

      • Depending on the email configuration, you can add attachments to an email by using the Attach button.
      • You can preview the attachments before sending the email.
      • You can delete an attachment by using the close icon close icon next to the attachment.
      • You can add up to five attachments to an email.
      • The total maximum size of the attachments that you can add is 25 MB.
      • If the template-based email contains an attachment by default, you cannot remove the attachment.
      • The Unsubscribe link does not appear in a transactional email.

  7. Click Send.

    The email is sent to the customer.
  • You can view the interaction history through the Contact Activity History section or the Interactions tab of the contact.
  • When accessing an email from the Interactions tab of a contact, you can also forward the email by using the Forward button in the Email Conversation window.

Sending an SMS

  • You can send an SMS only if the SMS channel is enabled on your agent profile.
  • The number of SMSes that you can send is dependent on the configuration of your client and the service in to which you are signed.

To send an SMS to a customer:

  1. Click the Compose an SMS icon  next to the phone number of the customer.
    The Compose SMS window appears.

    • The History section displays any previous SMSes exchanged between you and the customer.
    • If the Teckst platform is enabled for your desktop, when you click the Compose an SMS icon the Compose SMS icon, the Teckst window displaying the Teckst user interface appears.

  2. In the From field, select the number (SMS code) from which you want to send the SMS.

    Only the SMS codes that are assigned to the service in to which you have signed appear in the From field.

  3. In the Template field, select a template for your SMS. If you do not want to use any template, select NONE.

    If SMS consent for the customer and the phone number is not available, you can send only an opt-in template-based SMS to the customer.

  4. If you selected NONE in the Template field, in the Reply field, enter the message that you want to send to the customer.

    • Depending on the SMS configuration, you can add attachments (multimedia content) to an SMS (mass and transactional) by using the Attach iconpaper clip icon, and you can also receive SMSes with attachments.
    • An SMS (Short Messaging Service) message with an attachment is called an MMS (Multimedia Messaging Service) message.
    • You can delete an attachment by using the delete icon remove attachment icon next to it.
    • The number of characters that you can enter in the Reply field is 160.
    • An SMS (Short Messaging Service) message with an attachment is called an MMS (Multimedia Messaging Service) message.
    • The maximum size of an MMS message that you can send (including both text and files) is 5 MB.
    • Types of files that can be sent are GIF, JPEG/JPG, PNG, and VCF.
    • Your manager can view or download the shared files.

  5. Click Send.
    The SMS is sent to the customer.

  • The customer contact window for SMS services is based on compliance policies and configured on the LiveVox Portal (LVP) by your manager. If you attempt to send an SMS outside the contact window, an error message appears. 
  • You can view the interaction history through the Contact Activity History section or the Interactions tab of the contact.