Which channel allows agents to respond to text messages directly from the Service Console?

The Text Message Channel is specifically designed for agents to engage directly with customers through text messages within the Service Console. This channel allows for real-time communication, enabling agents to respond promptly to customer inquiries via SMS. The integration of this channel ensures that all messaging is centralized within the Service Console, allowing agents to manage conversations seamlessly without needing to switch between different platforms or applications.

Utilizing the Service Console for text messaging streamlines agent workflows, enhances customer service efficiency, and improves overall response times. By having direct access to the Text Message Channel, agents can maintain context for ongoing conversations, which is crucial for delivering personalized and effective service. In contrast, the other channels mentioned do not facilitate direct interaction through text messaging in the same way.