Notifications
How to know when you have new messages, and when chats are assigned to you
Last updated
How to know when you have new messages, and when chats are assigned to you
Last updated
Notifications can be sent via your Chrome browser - so we highly recommend you use Chrome as your default browser! Also, please make sure you have enabled notifications in your Chrome settings, and are using the latest version of Chrome.
To turn on system notifications, click on your log in name in the top right hand corner of your screen and toggle on the message notifications switch:
Chrome notifications are only sent when you are not on the Converso Inbox page.
Notifications are sent for new messages, and chats that need to be assigned.
When a new inbound message is received (over any channel), a notification is sent to all logged in users as a "toast" appearing in the top right hand corner of the screen.
This notification is sent even when the chat is assigned to AI to answer.
A notification is also sent to all logged in users when AI unassigns itself from the chat (eg when a customer says they want to chat with a human), and the chat therefore needs assignment to a human agent:
When the chat is then assigned to a human agent, a notification is then sent to the assignee agent informing them that they have a chat to respond to. This chat will then appear in My Inbox.
After the chat is assigned to a human agent, the message notification is only sent to the assignee agent.
Notifications are sent immediately the message is received or the handover takes place, enabling responses to be sent while the customer is still online (if it's a message sent over webchat), or enabling a human agent to take over the chat while the customer is still waiting online.
Assignment notifications appear under the bell icon at the top right hand corner of your screen.
Here you will see notifications for when a chat needs to be assigned to a human agent, for instance when AI Agent has unassigned itself from the chat, or when a chat is assigned to you from the Team Inbox:
Just click on the notification and it will take you to the relevant conversation.
(Email notifications are only sent for messages from customers, ie those that are saved in contacts. When a new message is received via WhatsApp or SMS, a new contact is automatically created in contacts. However when a new message is received via webchat, this is counted as a guest, and an alert is not sent via email. This avoids the potential for the email to become overloaded with notifications).
When an inbound message is sent via WhatsApp or SMS that does not receive a reply after a period of time, a notification is sent by email.
Email notifications for unreplied messages are sent Monday to Saturday at 0800, 1100, 1400 and 1700.
If the unreplied message is in an assigned conversation, the email notification will be sent to the assignee agent.
If the unreplied message is in an unassigned conversation, the email notification will be sent to all agents in the group.
Notifications are not sent to admins.
The email will include the date and time of the message, the sender (if the name exists in contacts), and the message contents.
When a number of unreplied messages have been sent, only details of the latest message will be included in the notification email.
