Turn on browser and email notifications for Chat

Learn how to turn on notifications in Chat and stay informed about new chat messages that need your attention.

Overview

Chat notifications keep you informed about things that need your attention in Chat. Whether you're online or not, we'll 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 Engagement Cloud 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.
      For Chat admins only.
  • Browser notifications
    A friendly nudge when you're logged into Engagement Cloud but focused on other things. We send browser notifications:
    • When you receive a new chat message.
    • If you don't have Chat open. You can use other channels in Engagement Cloud.
    • You were active in Chat in the last 15 minutes.

Set up email notifications for new chat messages

When you're logged out of Engagement Cloud and receive a first unread chat message from a customer, we'll send you an email to let you know.

To turn on email notifications for new, unread chat messages:

  1.  Go to Chat.
  2. Go to your account details.
    Find this link in the top right of Engagement Cloud. It’s either your current profile picture or your name’s initials.
  3. Under the heading Chat notifications, select Configure.
  4. Under the heading When I receive a new message while offline, select On.
    To turn off email notifications, select Off.
  5. 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'll send you an email to let you know.

This option is for Chat admins only. To learn more, check out the article Roles and permissions in Chat.

To turn on email notifications for chat sessions not assigned to an agent:

  1. Go to Chat.
  2. Go to your account details.
    Find this link in the top right of Engagement Cloud. It’s either your current profile picture or your name’s initials.
  3. Under the heading Chat notifications, select Configure.
  4. Under the heading When chats are not assigned to an agent, select On.
    To turn off email notifications, select Off.
  5. 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

If you closed Chat less than 15-minutes ago and in that time received a new chat message, we'll send you a browser notification to let you know. Browser notifications expire after 15-minutes, so if you re-open the browser in that time, you still receive the notification.

You receive a notification if you are working in other areas of Engagement Cloud, but not if Chat is active in any tab or browser.

To turn on browser notifications for new chat messages:

1. Go to Chat.
2. Go to your account details.

Find this link in the top right of Engagement Cloud. It’s either your current profile picture or your name’s initials.

3. Under the heading Chat notifications, select Configure.
4. Under the heading When I receive a new message while online, select On.

To turn off browser notifications, select Off.

5. Select Save.


Supported browsers for browser notifications

We support Chat browser notifications on:

  • Google Chrome
  • Mozilla Firefox
  • Edge

Browser notification are not supported on:

  • Internet Explorer 11
  • Safari
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