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Notifications

We wanted to allow our clients to be updated on any specific changes in the queue. To provide an even better service, you are now able to set up a few rules on which to trigger a notification. For example, you can now choose to trigger a notification after a specific amount of SLA breaches. 

Notification Delivery

Notifications are delivered in one of two ways:

In-Product Notifications
  • In-product notifications show up in the bell icon in the top navigation bar
  • A red alert on top of the bell icon shows the number of new notifications for the user
  • Clicking on the bell icon shows a dropdown window with the notifications
  • Clicking on any of the manual assignment notifications takes the user to the appropriate conversation/contact
Email Notifications
  • Enable email notifications by navigating to your Personal Settings. 

Setting up Notifications

  • To set up Notifications preferences you must navigate to your to Personal Settings –> Notifications. 
  • Personal Settings are accessed by clicking on your user profile name in the top right corner of the screen.
  • A new window will open up, then under Notifications you can set preferences for Assignment Notifications, Queue Notifications and SLA Notifications.

Types of Notifications

Assignment Notifications:

  • Notify me via email when a conversation is manually assigned to me.
    • Users will ALWAYS receive in-product notifications when a conversation is assigned to them. Here you can request to also be notified via email.
 

Queue Notifications:

  • Notify me if contacts waiting in queue is greater than or equal to.
    • When enabled this triggers an in-product, and email notification when the number of contacts in the new queue >= threshold value.
  • Notify me via email every time there is a new conversation.
  • Notify me via email every time a conversation moves from the pending to the new queue.

 
 
Additional notifications for channel Supervisors:
 

SLA Notifications:

  • Notify me when the number of Breached conversations in the New Queue is greater than or equal to
    • When enabled this triggers an in-product, and email notification when the number of Breached conversations in the new queue >= threshold value.

 

CSAT Notifications:

  • When a conversation gets a CSAT score lower than or equal to
    • When enabled this triggers an in-product, and email notification when the score is <= threshold value.

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