Recently, we have been getting a lot of questions, on how can we have notifications sent to all the available agents on the workspace, for a new incoming chat.
Some of the user cases we came across are:
The use cases can now differ based on the requirements.
All supported releases.
Below are the configuration changes that you need to do in order to send notifications to all the agents at the same time.
Now coming to the agent's side there are some configurations that need to be done on the workspace as well.
Now, whenever a new chat comes in, they would get a notification like this which will flash in the center of the workspace.
Now we also need to keep in mind some limitations here, which we can overcome by customization of the instance:
1. The users who will be receiving the notification have to be explicitly mentioned in the Recipients section in the notification trigger. Please refer to the first screenshot.
2. Now adding every user manually is a tedious job.
3. We also have a field below the User field - Recipients in fields
To send notifications to multiple users without adding them manually, you need to play around with this field.
Simple customization here would be to:
Additionally, we also need to remember that:
You can also refer to the product doc here - Set up a notification in workspace