Notifications
How to know when you have new messages, and other events
App notifications
App notifications appear in Converso under the bell icon at the top right hand corner of your screen.
Here you will see notifications for you when a chat is assigned in the Team Inbox, and other key events.
A notification will also be created when a chat is unassigned from AI, and therefore requires a human agent to be assigned to the chat, and reply to the customer:
Just click on the notification and it will take you to the relevant conversation.
Chrome notifications
Chrome notifications can be sent via your Chrome browser - so we highly recommend you use Chrome as your browser! Make sure you have enabled notifications in your Chrome settings.
Notifications are only sent when you are not on the Converso Inbox page.
Notifications are sent as a "toast" in the top right hand corner of your screen, when a new inbound message is received over any channel:
A notification is also sent when a chat is being handed over to a human agent from AI, and therefore needs assignment with a human agent:
These 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 in the chat.
To turn on system notifications, click on your log in name in the top right hand corner of your screen and toggle the Enable message notifications switch to on:
Email notifications
(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.
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