Browser notifications

Browser notifications let you know when specific types of customer feedback arrive, as defined by your team. Most commonly, team members use notifications to respond quickly to negative feedback.

Browser notifications appear as long as you have Agent Connect open in a web browser tab, even if the tab is not active. Clicking a notification opens the specific piece of customer feedback in Agent Connect.

Follow the steps below to configure notifications:

1. Open the Stream, then click the bell icon in the Filter Responses column.

   This will open a panel with tabs for browser notifications and email alerts.

   

2. In the Browser Notifications tab, click Set up notifications.

3. Configure filters for the types of responses you would like to generate notifications.

   For example, you might want to receive notifications only for responses that give you one or two stars, and only for interactions started through the phone channel.

4. Click Next to continue.

5. In the browser confirmation dialog that appears, click Allow.

6. Back in the Browser Notifications tab, click Continue, then Close.

You will now see browser notifications when new responses arrive within the configured filter parameters.

Email alerts

Email alerts notify team leaders every time one of their team members receives negative feedback. Team leaders can configure their Stream to send alerts for one-star responses only, or for any response lower than four stars.

1. Open the Stream, then click the bell icon in the Filter Responses column.

   This will open a panel with tabs for browser notifications and email alerts.

   

2. In the Email Alerts tab, select "1 star responses only" or "All negative responses (1, 2, or 3 stars)" to determine when to receive email alerts.

3. Click Save when finished.

The team leader will now receive an email when responses are received within the configured parameters.