Notification Preferences

Overview

Three types of notifications can alert agents when certain actions have taken place within the Live Agent Engine. These options include:

• Push notifications.

• Audio notifications

• Email notification

Agents can elect to receive one, two, or all three alerts for various actions. See below to learn what those actions are and how you can adjust your settings.

Adjust Your Preferences

Lean How You Can Adjust Your Notification Preferences

1. Click on your User Icon in the dashboard's bottom left corner, which opens a menu.

2. Click on Profile Settings.

3. Scroll down to view the different audio, email, and push notifications. Select the box to enter a checkmark next to each notification type that you'd like to receive.

Enable Push Notifications

The first time you update your push notifications, you must enable the push notifications toggle.

Enable Push Notifications

Once selected, you'll receive a message by your address bar that asks you to confirm your push notification selection for this site. If you do not receive this alert, please select the 'lock' button at the beginning of your address bar and ensure the 'Notifications' option is enabled.

Best Practices

We recommend selecting the following notifications:

• Audio Notifications

  • 'Assigned Conversations'

Don't forget to review the additional audio alert conditions and make adjustments based on your needs.

• Email/Push Notifications

  • 'Send email notifications when a conversation is assigned to me'

  • 'Send email notifications when you are mentioned in a conversation'

  • 'Send email notifications when a new message is created in an assigned conversation'

  • 'Send email notifications when a new message is created in a participating conversation'

FAQs

Can live agents or teams receive notifications for Left Messages?

Yes, this is possible! Please submit a ticket by hovering over the Click Here For More Support button in the top right corner of this page.

Can agents be alerted to all escalated conversations without being the assigned agent?

Yes! The Satisfi Labs team can create automated actions with your dashboard to notify a specific team when a conversation has been escalated. Please submit a ticket by hovering over the Click Here For More Support button in the top right corner of this page for installation.

Why am I not getting audio notifications?

Note that if a message is received in an active conversation, there will be no audio notification. To learn more about troubleshooting your audio notifications, review the page here: Audio Notification Issues