New customer messages in staff-handled chats now notify your phone
When a staff member is handling a web chat or LINE conversation, new customer messages now trigger a push notification on their phone. Unanswered handoffs are re-notified after 3 minutes.
What's new
- In conversations a staff member is handling (web chat, online after-sales support, and LINE), each new customer message now sends a push notification to that staff member's phone, so you won't miss replies after leaving the conversation screen.
- Actions customers take from your LINE menu also notify the assigned staff member.
- These are phone push notifications only. They don't appear in the in-app notification bell and aren't sent by email or LINE.
- No notification is sent if the staff member has posted in the last 2 minutes, and each conversation notifies at most once every 60 seconds.
- When a web chat or online after-sales chat is handed off to staff and no one has replied after 3 minutes, and the chat hasn't been closed or returned to AI, we notify again: the assigned staff member if there is one, otherwise the members you've chosen to notify for that chat, or otherwise all members.
- If someone picks up the conversation right after the handoff, this follow-up notification isn't sent.
Who it's for
- Members who handle customer chats (web chat, online after-sales support, and LINE)
How to use it
No setup is required.