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Sending Messages to Agents

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Before You Begin
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Before You Begin

Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin



You can send messages to one or more agents when they are logged in to the Agent Desktop. To do so:

  1. Log in to the LiveVox Portal.
  2. Access the Monitor dashboard at the enterprise or call center level.
  3. In the Voice section, as required, click one of the following tabs: Outbound, Blended, Inbound



  4. Ensure that the Agents widget appears in the tabular format.

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    If the Agents widget does not appear in the tabular format, click the Flip to Table View icon  on the widget.

  5. In the rows displaying the names of the agents to whom you want to send a message, select the checkboxes.

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    If you want to send a message to all the agents, select the checkbox in the column heading.


  6. Click the Send Message icon .
    The Agent Panel window appears.


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    The Can Message Be Sent column indicates if you can send a message to an agent. For a given agent, if this column does not contain a checkmark, you cannot send a message to the agent.


  7. In the Message to Agents field, enter your message to the agents, and then click Ok.
    A message appears to indicate if your message was sent to the agents.

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    Your message appears on the Agent Desktop of the agents, along with your name and the time that the message was sent.

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LiveVox Fall 2023 Release

About SmartReach

SmartReach a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation.



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