Agent Chat Group Notification

RockLeo
Tera Contributor

‎02-24-2023 10:35 AM - edited ‎02-24-2023 10:36 AM

Configure Notifications in Agent Chat

 

Hi All,
Currently as per my understanding it is not possible to configure who gets the notification upon a live agent interaction request,
We want to be sure that requests are handled properly, therefore we would like our agents to be aware of new Chat Requests,
We tested this, and currently, the requests are received in rotation/alternation, per active/available agents.
I couldn't find any information on how to configure these notifications, and when I asked fellow community members they told me that currently, it is not possible.
However, I want to be sure, since this feature is important and a key factor to our services.
So is there a way to configure how these requests are being assigned or at least configure a global Notification.
Thanks in advance 🙂

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Community Alums
Not applicable

‎02-25-2023 11:22 AM

Hi @RockLeo,

I too agree with your colleagues since in AWA in queue/chat assignment we don't have OOTB option to show chat notification to all the agents.

 

I would suggest to raise HI ticket so servicenow can provide insight if configuration is possible.

 

I know via 3rd party integration chats can be routed to 3rd party apps, so a chance is there where we can pick up chat triggered to  queue and customise chat assignment rule.

 

Please mark the answer helpful and accept it as solution 

Thanks 

Akash 

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