As a digital agent, you can access chat, email, SMS, and Voicmails, and manually link an interaction to a contact or a ticket from the agent's desktop.
To manually link an interaction to a ticket:
In the agent desktop window, right-click on the INBOX. The list of emails you received from customers appears in the Email section.
All the emails, SMSes, and voicemails appear under the respective section.
Emails can appear under the services or personal email section of an agent. Click and open the respective email.
Click the ellipsis button.
Select the Link to Ticket option. The Link to Tickets window appears.
You can view the tickets only if the Contact Center CRM feature is enabled.
Search and select the required ticket from the list and then click Apply.
Now, click the Interactions tab under Tickets. The selected interaction appears in the Interactions tab.
Using the above steps, you can link chat, SMS, and a voicemail message to a ticket.
The Type column represents the interaction type. For example, Chat, SMS, and Voice messages.
