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Receiving and Replying to Messages

When a client sends your organization a text message, webchat, or message on WhatsApp or Facebook Messenger, Connie routes it to an available agent.

Receiving a Message​

  1. A new task appears in your Task Queue on the left
  2. You'll see the sender's name or phone number, and a preview of their message
  3. A chat icon tells you it's a messaging task (the icon may vary by channel — SMS, webchat, WhatsApp, etc.)
  4. Click the green checkmark to accept the conversation

Replying to Messages​

Once you accept, the Task Manager opens a chat-style conversation view:

  1. Read the client's message in the conversation panel
  2. Type your reply in the text field at the bottom
  3. Click "Send" (or press Enter)
  4. Your message is delivered to the client on whatever channel they used

Sending Attachments​

You can send images or files along with your messages:

  1. Click the attachment icon below the text field
  2. Select the file you want to send
  3. The file is sent along with your message
tip

Attachment support depends on the channel. SMS supports images. Webchat and WhatsApp support images, documents, and other file types. Check with your supervisor if you're unsure what a channel supports.

Handling Multiple Conversations​

One of the advantages of chat and SMS is that you can work on several conversations at once:

  • Each conversation is a separate task in your Task Queue
  • Click on a task to switch to that conversation
  • The other conversations stay active — the client won't be disconnected
  • New messages from any active conversation will trigger a notification

Ending a Chat Conversation​

When the conversation is done:

  1. Click "End Chat" at the top of the conversation window
  2. The task enters Wrap Up mode
  3. Select a Disposition (closing code)
  4. Add any notes about the conversation
  5. Click "Complete" to close the task
info

Unlike calls, ending a chat doesn't disconnect instantly — the client can still see the full conversation history on their end. Ending it from your side closes the task and frees you up for new work.

Quick Reference​

ActionHow to Do It
Accept a messageGreen checkmark in Task Queue
ReplyType in text field → Send
Send attachmentAttachment icon → Select file
Switch between chatsClick different tasks in Task Queue
End conversationEnd Chat → Select disposition → Add notes → Complete

Next: Learn about Starting Outbound Messages

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