SMS/Email sent to caller

If the agent, while connected to a caller, sends an SMS or an Email to the caller (or to any number/email address) from the "Send message" modal opened from the Phone request tab, this message will be 'related' to the call, and therefore this message will appear in a tab titled "Sent message" for this call in Archive.

If the agent opens the "Send message" modal while connected and the call ends, the agent can send a message while in wrap-up, and if done, the message will be related to this call and appear in Archive.  

Since an agent might transfer a call and the next agent also might send a message to the caller, this Sent message tab might contain more than 1 message.

Please note that...

• If the agent initiates a Two-way SMS from the Send Message modal, this will be a new request with media type "Social media", where all the SMS sent will be shown in the Content tab for this request.
• If the agent sends an SMS or email from the Contact tab, this message will not be related to a call or chat, so this message will not appear in the Archive. However, the information about messages sent without a related call will appear in Raw data.