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 CXHub 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 24 hours.
- After 24 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 CXHub 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
- From the far-left navigation, select Interaction Hub.
Step 4: Get an SMS chat from Parking
- Under the Active Chats section of the Interaction Hub, select Get Chat.
- At the top, switch the channel from WhatsApp to SMS.
- Hit Continue, which will allow you to take the parked SMS.
Note!
The SMS Park feature currently does NOT provide an visual alerts to the Agent when a chat has been parked. Agents must manually check at regular basis to see if there are any SMS chats that need to be handled within the 24 hour timeframe.
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 switched 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.