Adjusting Mail notifications
By Shane Wall
Last Update 1 个月前
If you want to keep up the date on what the visitors on your site are saying or maybe just need a way to keep an eye on things there are multiple options that may help in the Mail Notifications section of the Dashboard.
To make sure the right people are getting notified, make your way to the Administration section of the Dashboard by clicking the cog in the bottom left corner then select Mail Notifications from the Settings list.
If you have multiple properties, make sure to check you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
On the Mail Notifications page, you'll see a list of options for when and where someone within the property should be notified about chats, tickets and forms.
Anyone included in the Send all Chat Transcripts to option will receive full transcripts of all chats answered. This means that regardless of who answered the chat, the recipient will see the entire conversation via email.
The Send New Ticket notifications to option can be very useful for getting the people who can help involved as soon as possible. For example, you could set this up to send an email to your team of troubleshooters or maybe some of your developers so they can start working on a software fix immediately.
If you can't be there to answer your customers all the time the Send Offline Form notifications to option can be helpful making sure you don't miss out on a conversation or a lead. If you've requested the visitor's email in the form you'll be able to get back in touch with them right away.
Setting up the Send Missed Chat notifications to option can work as a failsafe to make sure you haven't missed a spot in your schedule. It can be a quick reminder if someone hasn't shown up for a shift to answer chats so you can make an adjustment sooner rather than later.
To select who the notifications will be sent to, change the option from Nobody to either All, Only Admins or Department selected in Prechat form. Selecting All will send an email to every agent on the property while Only Admins will send an email only to agents on the property who have the Admin status.
If you want to be more specific you can either set up departments for certain situations and allow the visitor to choose who to send the email to by selecting the Department selected in Prechat form option or you can add the agent's email manually.