Creating and managing agent alerts
The instructions below are for desktops and laptops only.
Agent alerts in tawk.to are internal messages that appear at the start of each chat and are visible only to agents. They serve as helpful reminders or guidelines to keep agents focused on key priorities, policies, or promotions.
You can use agent alerts to share important updates, reinforce best practices, or highlight special offers during customer conversations.
Enhance consistency
Ensure agents share messages that align with current campaigns and policies.Support training
Give new agents quick access to key information during chats.Manage multiple properties
Customize alerts for each property to meet specific audience needs.Promote seasonal campaigns
Remind agents to highlight active promotions or seasonal messages.
3. Click Administration on the top menu.
4. In the left menu, click User Management. Then, select Agent Alerts.
5. To create a new alert, click Add Alert.
6. Enter your message (up to 500 characters) in the Add Alert window. Then, click Save.
7. To edit an existing alert, select it from the list and make the necessary changes.
Agents receive alert messages as soon as a chat begins.
Visibility
Agent alerts are internal and not visible to visitors.Character limit
Each alert can contain up to 500 characters.Property-specific
Alerts are set per property; ensure you manage the correct property when creating or editing alerts.
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