Notifications
Last updated
Last updated
When a conversation is handed over to an agent, a notification is sent to all the agents who are currently logged into the platform. This notification makes them aware of the new conversation to handle so that customers aren't kept waiting.
These notifications are sent both as a sound, and also a browser notification. However, as this process is dependant on Internet Browser permissions its important that you setup your system correctly otherwise the notifications may not get to you. At present we support Google Chrome and Microsoft Edge for these notifications. The setup for these browsers is described below.
The first step to setting up Google Chrome is to click on the padlock icon next to the URL after you've successfully logged into the platform.
In this example, you can see that the Camera and Microphone have been enabled and that the connection is secure. These settings are required if you wish to use the video calling feature within the platform.
The next step is to click on the Site Settings link, which should then open up a tab like the one shown below.
In this picture you can see that Notifications and Sound have also been set to Allow so that the application can send you notifications and play a sound while doing so.
Finally the last setting to check is via the System settings. If the system settings prevent notifications, then it doesn't matter what the browser settings are, notifications will not be sent. These settings are dependant on your operating system and are explained in the section at the end of this page.
To start setting up Microsoft Edge, click on the padlock near the URL in the address bar.
From here, click on the Permissions for this site. This should open up a new tabe that looks a bit like the one below.
In the resulting window, ensure that Notifications are set to Allow. Other permissions for Camera and Microphone are needed if you are using the video call feature.
In addition to these settings, please ensure that the device specific settings are enabled as described in the section below.
In order to check your system notification settings you'll need to ensure Notifications are enabled in general, but also for your specific application, such as Chrome or Edge. Depending on which platform you are on, please check the images below to ensure that the right settings are enabled.
On Windows, click the Start button and then Settings. In the navigation pane on the left, choose System, then Notifications. At the top of the page, make sure Notifications is on by swiping the button to the right. In the Notifications from apps and other senders section, make sure Google Chrome is turned on as well as shown by the arrows on the image below.
You'll find the settings for Mac computers via the System Preferences application, under Notifications & Focus.
When changing these settings, find the application from the list on the left and select it. Ensure that Allow Notifications is ticked. We'd also suggest using Banners instead of Alerts
Additionally ensure that Play sound for notifications is checked.
