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What you get

The panel tells you about what happens in the account in three ways: What goes where is chosen under the account menu (bottom right) -> Notifications, separately for each kind. The settings are yours, not the organization’s: the same choice applies in every account you belong to. Payment e-mails cannot be switched off, because without them agents can stop working without warning.

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Calls

When the agent answers a call you get:
  • an entry in the bell,
  • an e-mail with who called, the channel (phone or the website widget), the time, the duration, the summary and the to-do list when the call analysis has already produced one,
  • a push with the agent’s name, the caller and the start of the summary; tapping it opens the call in the panel.
The notification comes only for calls in which somebody spoke. It does not come for campaign calls (the campaign reports on those), for test calls from the agent editor or for the text chat. A team member limited to chosen agents is told only about those, see Team. With many calls a day, switch e-mail off in the Calls category and keep the bell or push.

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Cancelled and moved visits

When a caller cancels or moves a visit in a call with the agent, you get a bell entry and a push with the date and time, so you can fill the free slot straight away. How it works on the agent’s side is in Calendar.

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Rating a call

Under the summary in the call details there is the question Did the agent handle it well? with a thumbs up and down. The e-mail about the call has the same choice: clicking Yes or No opens the call and saves the rating at once. Clicking the selected thumb again takes the rating back. The rating is also in the API, field rating of the call details.

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Push on a phone

Push is switched on separately on each device:
  1. Open the panel on the device that should get push.
  2. Go to the account menu (bottom right) -> Notifications.
  3. In the Push on this device card click Turn on push and allow notifications in the browser.
On an iPhone or iPad push only works in the panel added to the home screen. In Safari tap Share -> Add to Home Screen, open the panel from the new icon and turn push on there. On Android and on a computer the browser is enough. The Push column of the table decides what push is sent for. By default: calls, cancelled and moved visits, SMS replies and leads that could not be called.

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When something is off