When are notifications triggered?

SMS and/or Email notifications are triggered when:

  • a new conversation comes; and
  • the Agent has notifications enabled on Agent Portal; and
  • the Agent has an email and/or phone number configured; and
  • the Agent is logged in on Agent Portal but their status is inactive.

When does the Agent become inactive?

To become inactive in Agent Portal, the Agent has to be idle for 5 minutes or more. Which means- 5 minutes without scrolling, clicking on, or interacting in any way with Agent Portal.

When does the notification get sent?

A notification will be sent if a new conversation is received and no interaction in the agent portal occurs after 30 seconds.

Where can the Agent setup a phone number? 

In the platform, under “Account” > “Notifications” they can set up the phone number to receive Front Desk notifications.

Where can the Agent enable notifications?

In Agent Portal next to 'All Conversations' dropdown they can click on the settings icon and enable/disable notifications.

Settings icon:

Notifications settings modal:

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