Creating and managing agent alerts

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 messaging or promotions.

NOTE: The instructions below can only be completed from a browser or the tawk.to desktop apps. They cannot be completed in the tawk.to mobile app.

Here’s how to make changes to existing agent alerts or create a new one:

If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a now property from the list.

Next, make your way to ⚙️Administration ⮕ User Management ⮕ Agent Alerts. 

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 upper-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.

Need help creating and managing agent alerts? Reach out to our support team or schedule a call.