Notifications

The Notifications modal helps agents manage real-time chat events, including new user requests, active conversations, and transferred chats. It ensures timely responses and smooth handoff between agents.

Notification Tabs

View All

This tab displays all chat-related notifications, including:

• New Chat Requests: Users initiating a new conversation.
• Transfer Chats: Chats handed off from one agent to another.
• Active Chat Messages: Notifications when the agent is already in a chat and a user sends a new message.

Active Chats

Shows notifications for ongoing chats where:

• An agent is currently chatting with a user.
• A new message arrives in the another active session.
• Useful for tracking live replies while actively engaged.

Example: If you’re chatting with one user and another sends a message, this notification appears here and in “View All” and “Active Chat”.

New Chats

Lists new chat requests that have not yet been accepted by any agent.
Once accepted, the chat moves into the Live Chat > Active tab.

These are typically conversations initiated by users looking to connect with an agent.

Key Behaviors

• Notifications update in real-time as users interact with the chat system.
• Each notification includes basic user/chat details, time, and action buttons (e.g., Accept, Transfer, Close).
• Only authorized agents will receive notifications for their assigned departments or categories.

Best Practices

• Regularly check the View All tab to ensure no chats are missed.
• Respond promptly to Active Chat updates to improve resolution speed.
• Accept or transfer New Chats quickly to maintain user satisfaction.