Creating and managing agent alerts
By Shane Wall
Last Update 2 tháng trước
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 set a prompt without visitors ever seeing it.
Setting Agent Alerts can be helpful for answering chats for 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, 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 Alert, to make adjustments to an existing alert, click on it form the list. To create a new Agent 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 and once you're done adding content, click the green Save button.