Overview
SMS Parking lets Agents pull waiting SMS conversations from the queue inside Interaction Hub. This guide shows how to take an SMS chat.
Audience
- Agents
Prerequisites
- You can log into the CX Hub as an Agent
- Your Agent profile is configured for Digital or Blended mode
- You have access to Interaction Hub and the SMS queue
SMS Parking
- When chat conversations exceeds the queue timeout, they will be parked and remain available to interact with for 48 hours.
- After 48 hours, the conversation data will show in reports as Abandoned.
- Agents can access parked chats and pull them from the queue based on availability and preference.
- Agents cannot pull additional chats if they have already reached the limit specified in the Concurrent Chats field.
Tip: If you are unable to pull a parked chat, check your active workload and confirm you have not reached your Concurrent Chats limit.
Steps to Accept a Parked SMS Chat
Step 1: Log in as an Agent
- Log into the CX Hub as an Agent.
Step 2: Set your status to READY
- Confirm you are in Digital or Blended mode
Note!
If you do not see either of these options, you may not be assigned the Digital and/or Blended (Chat) Agent Mode. Contact your administrator to request access to these Modes
Step 3: Open Interaction Hub
- When a Parked Chat is available, a small pop will appear near the top. Selecting click here to open will bring up the chat.
- The Parked Chat can also be accessed by going to the Interaction Hub and selecting Get Chat.
Note!
For Agents that only have Blended Mode, Get Chat will be available in the section within Blended Mode.
Step 4: Get an SMS chat from Parking
- Under the Confirmation section, select the Parked Chat.
- Select the Chat desired. Available Chats will have a (1) or higher next to the type.
- Hit Continue, which will allow you to take the parked SMS.
- The Agent can now handle the chat like a normal Digital Interaction.
Troubleshooting
I don’t see SMS as an option
- Confirm your mode is set to Digital or Blended.
- Confirm you are assigned to an SMS-capable queue.
- If you still don’t see SMS, contact your admin to verify your channel/queue permissions.
SMS shows 0 but I expected messages
- Make sure you switch from WhatsApp to SMS at the top.
- Confirm the messages are routing to the correct queue (admin verification).
- It’s possible another Agent already accepted the waiting chat.
I can’t pull another chat
- Check whether you have reached your Concurrent Chats limit.
- Close or transfer an active chat (based on your process) and try again.
- If your limit seems incorrect, contact your admin to confirm your Agent configuration.