Creating and managing agent alerts

By Shane Wall

Last Update месяц назад

Agent alerts allow you to add a message to the beginning of each chat to remind agents of what's important and what to focus on. Alerts are only visible to agents, so you get a prompt without visitors ever seeing it.

Agent alerts can be helpful for answering chats on multiple properties, training new agents, establishing new policies and reminding agents of seasonal focuses.

To make changes to an existing agent alert or create a new one, make your way to the Administration section of the Dashboard by clicking the cog in the bottom left corner. Then select Agent Alerts from the User Management list.

If you have multiple properties, check to make sure to check you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.

In the Agent Alerts section, you'll see a list of all of the previously created agent alerts. To make adjustments to an existing alert, click to select it from the list. To create a new alert select the green Add Alert button in the top right corner.

In the Add Alert window, you can craft the message you want each agent to see when they answer a chat. Make sure to keep the alert to a maximum of 500 characters. Once you're done adding content, click the green Save button.

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