Browser notifications and email alerts
Receive notifications based on Stream filter criteria.
With web browser notifications and email alerts, you can monitor when specific types of customer feedback are received, even if you are not actively working in the Agent Connect UI at the time. Notifications and alerts are most frequently used to bring negative feedback to a team leader's attention in real time.
Browser notifications
Follow the steps below to enable browser notifications:
Click the bell icon next to the Filter Responses heading on the left side of the Stream, then click Set up notifications in the Browser Notifications tab.
Configure filters to determine exactly when you will be notified, then click Next. In the example below, you would receive notifications for one-, two-, and three-star responses based on the filter criteria.
Click Next again, then grant permission for the notifications in the browser pop-up dialogue that appears.
Browser notifications will appear as long as you have Agent Connect open (even if the tab is minimized). Clicking a notification will take you to the specific piece of customer feedback that triggered it.
Email alerts
Email alerts can be configured to notify team leaders of one star responses, or to include all one-, two-, and three-star responses. Email alerts are only available for team leaders that directly manage team members, since these employees are typically best equipped to handle them.
To configure email alerts:
Click the bell icon next to the Filter Responses heading on the left side of the Stream, then open the Email Alerts tab.
Select either "1 star responses only" or "All negative responses (1, 2, or 3 stars)" to determine which feedback you would like to include.
Click Save when finished.
