This article covers how to handle inbound interactions in Sharpen Q.
...
To see the granular details of specific past interactions, clicking on any of them will open the Record Details.
...
Internal Controls
While on an interaction, you can use the items in the Internal Controls section of the Interaction Window in order to:
...
Send an outbound SMS/MMS message to the customer while speaking with them on the phone,
Send an outbound Email to the customer while they're on the line, and
Securely collect customers' payment information via Sharpen Payments, which you can read more about here.
...
Closing an Interaction / Wrap Up
...