Chat notifications keep you and your chat team’s agents informed about things that need your attention in Chat. Whether you're online or not, we can let you know if a new message is received or if we're unable to assign a chat session to an agent.
You can set up two types of notifications in Chat: email and browser.
Email notifications
Great for when you're offline from your account but need to be kept up-to-date. We send email notifications when:
You've not been active in Chat for more than 15 minutes and you receive a new chat message. We continue to send new email notifications until you reconnect.
A new chat comes in, but we can't assign it to an agent.
Browser notifications
A friendly nudge when you're logged into your account but focused on other things. We send browser notifications:
For new messages in opened chats, new unassigned chats, and when a chat is assigned to an agent.
When you are working in other areas of your account, or if Chat is active in any background tab or browser.
If you were active in Chat in the last 15 minutes.
Set up email notifications for new chat messages
When you're logged out of your account and receive a first unread chat message from a customer, we send you an email to let you know.
To turn on email notifications for new, unread chat messages:
Expand the User menu, then select Your profile.
Under the heading Chat email notifications, select CONFIGURE.
Under the heading When I receive a new message while offline, select ON. To turn off email notifications, select OFF.
Select SAVE.
Set up email notifications when a chat isn’t assigned
When one of your teams receives a new chat message that can't be assigned to an agent, we send you and the chat team’s agents an email notification.
To turn on email notifications for chat sessions not assigned to an agent:
Expand the User menu, then select Your profile.
Under the heading Chat email notifications, select CONFIGURE.
Under the heading When chats are not assigned to an agent, select ON. To turn off email notifications, select OFF.
Select SAVE.
Two-minute delay
We send notification emails two minutes after the customer sends their message.
Set up browser notifications for new chat messages
Browser notifications are sent when you are working in other areas of your account, or if Chat is active in any background tab or browser. Browser notifications are sent for new messages for opened chats, new unassigned chats, and when a chat is assigned to an agent.
To turn on browser notifications for new chat messages:
Expand the User menu, then select Your profile.
Under the heading Chat email notifications, select CONFIGURE.
Under the heading When I receive a new message while online, select ON. To turn off browser notifications, select OFF.
Select SAVE.
Supported browsers for browser notifications
We support Chat browser notifications on:
Google Chrome
Mozilla Firefox
Edge
Browser notifications are not supported on:
Internet Explorer 11
Safari
Enable audio notifications for new chat messages
Most browsers disable auto-playing audio by default, which also prevents audio notifications from sounding.
To turn on audio notifications for new, unread chat messages:
Go to Chat.
Switch the Audio notifications toggle in the top-right of the page to On.
Audio notifications are now available for this session in Dotdigital and reset when you close your browser.
Permanently enable audio notifications in Dotdigital
If you want to enable audio notifications permanently in Dotdigital, you can:
Enable sound and auto-play in browser settings
You can edit your browser settings to enable sound and auto-play.
Consult your browsers settings for auto-play and sound options.
Install the Dotdigital PWA
You can also install the Dotdigital PWA to allow audio notifications:
Download and install the Dotdigital PWA.
Learn how in Install the Dotdigital Progressive web app (PWA).
Go to Chat.
In the window bar, select the sound icon and select Always allow sound.
Chat notifications now always play when the Dotdigital PWA is used.
