Step 1: When Alerts Appear in the Queue

Alerts will appear in the Next in Line queue when no manager is available to accept the interaction. 

The next agent to become available will be automatically assigned the call at the top of the queue, if they are eligible through skill settings to receive that channel/skill type of alert. 

The alert at the top of your queue is prioritized based on:

1. Filters you've set on your profile
2. Hold time (how long it’s been waiting)
3. Organization-specific priority settings

Step 2: Accept an Alert

1. When ready to handle the top alert, click “I’ll Take It.”
2. This will immediately connect you to the interaction:
   • Phone/Virtual Call: You’ll be dialed in and begin speaking with the customer.
   • SMS Message: You’ll see the latest message in the Conversations panel.

Step 3: Handle the Customer’s Information

• If the number is Unknown:

  • You’ll need to create a new lead, connect the number to an existing account, or resolve it as “Vendor/Other” if it doesn't match a known customer. Any SMS history with this number will still be displayed in Conversations.

    

    • If the number is recognized:

      • The alert links directly to the customer’s account.

        

• From there, you can:
  • Access the PMS software
  • View related tasks, notes, and full comms history

Step 4: Resolve the Alert

1. Once the interaction is complete:

   • End the alert

     

   • Choose the appropriate resolution
2. Add any notes during resolution — these will be:
   • Saved in Customer Notes in the Comms Center
   • Synced with the customer’s PMS account

Important Notes & Tips

1. To Work Another Alert or Start a Task

• Click “View” in the alert tracker (bottom left of screen).

  

• You’ll return to the Hub screen where:

  • You can grab the next alert in line
  • Or start a follow-up task

  

• To return to an active alert that you have open, click on it in the Active Comms column.

  

2. Be Ready for New Alerts

• You might be automatically assigned a new alert if:
  • You’re not on a phone or virtual call, or
  • Not actively engaged in an outbound call (i.e you have an outbound task open but are not on the phone with that customer)
• This often happens if you’re only working on 1–2 SMS messages.
• See the Alert Assignment page for full details.

3. Stay Aware of the Active Comms Channel

• All open alerts will be shown in the Active Comms column.
• You can toggle between multiple active alerts easily by clicking between the two.
• The highlighted alert is the is the one you’re actively working on. If it’s GREEN, you are actively dialed into that call with the customer. Once ended or put on hold, it will turn dark gray/blue.