Playmode is a dedicated workspace for agents to focus on specific incoming interactions assigned directly to them. Playmode functions as an automatic distribution center for incoming interactions and is most beneficial for businesses that receive a large volume of interactions and want them assigned accordingly. For more information on the Unibox, click here.
To enter play mode, click Playmode at the top of the Unibox. Here, you can move between up to four different active interactions (also called concurrent interactions) and respond to interactions in real-time.
To toggle between displayed cases, select the tab you want to work on at the top of the screen. Once a case has been closed, you can close the tab by selecting the X on the tab. You can continue to work on the remaining open cases or click the Plus (+) button to add another case. Until all cases are closed, one case will always be displayed by default.
Responding to cases in Playmode
- Click Reply to Message, located at the bottom of the screen, and enter a message.
- Click Reply and select the Category that best matches the interaction type, such as new lead or query. Then click Save.
TIP: Messages can be sent later by selecting Send Later and entering the date and time they should be sent.
Exiting Playmode
- To exit Playmode, select the pause button to stop new cases from coming your way.
- Click Exit Playmode at the top and select the reason for exiting, such as break. Click Yes.