##### Using Basic Genesys Desktop Functions > Handling SMs

# Handling SMS in Session Mode

Small Message Service (SMS) a text messaging system that is widely used by mobile phone subscribers to send and receive text messages on their phones.

Session mode is an interactive conversation between a mobile client and an agent; the Genesys Desktop interface displays these interactions in the form of a conventional chat session. All messages received and sent during this session are considered a single SMS interaction.

#### Responding to an SMS Session Invitation from a Contact

1. When a contact requests an SMS session, a yellow SMS chat icon (shown below) flashes on the Batch Navigation pane.

2. Click the icon to view the message.

If the message is an invitation to join an SMS session, the SMS Session Mode Window Interface is displayed.

3. You can join the session by typing a response in the outbound window message area then click Send.

#### Sending an SMS Session Invitation to a Contact and Participating in an SMS Session

1. Select the SMS icon () in the toolbar.

The SMS Outbound Page Mode Window Interface is displayed.

- Type your message; it is displayed in the Messages window.

- Address the message to your contact.

2. Click Send.

3. When the contact replies (and thus joins the session); the SMS Session Mode Window Interface is displayed.

Your messages and the replies from contacts are displayed in the chat window of the SMS Session Mode Window Interface.

Type your replies in the outbound message window.

You can continue the interaction in any of the following ways:

- Respond directly to the contact's questions.

- Respond by using the Standard Responses.

- Initiate a conference with other agents and supervisors.

- Transfer the SMS session to another queue, agent, or supervisor. For details, see Using Transfer Out Email-Chat.

4. To end the interaction, click End.

5. Click the Notepad tab and enter comments, if required.

6. When you are finished, click Mark Done.