Question

I'm seeing tickets for chat interactions, but no notifications on the Chat dashboard. Why are my agents not getting notifications on their dashboard?

Answer

After migrating to Agent Workspaces, agents won't use the Chat dashboard and should not expect to get notifications in that section of their account. The default configuration broadcasts a messaging notification to all agents in the Agent Workspace.

Click on the tabs below to see the different notification experiences.

 

Live chat

Live chat in Agent Workspace

In the live chat, agents see a live chat notification at the bottom of their Chat dashboard.

notification_in_chat_dashboard.gif

If you're still experiencing issues with notifications on the Chat dashboard, troubleshoot this issue by asking yourself the following questions: 

  • Is the agent offline?
  • Did the agent disable their personal chat notification settings? 
  • Is the agent looking for the notification in the wrong section of their account? 
  • Has the agent reached their chat limit and should no longer be getting notifications? 
  • Have you configured your chat routing settings so that the agent will not get a notification? Does the agent not have the appropriate skills? Is the agent not in the right department? 

For more information, see these articles:

  • Editing your chat notification settings
  • Setting up notification routing for live chat
  • How can I get desktop notifications in Chat?
  • Setting Chat notifications

In Agent Workspaces and messaging, agents see a notification in the top bar of the workspace and need to click Accept to answer.

notification_in_agent_workspaces_and_messaging.gif

If you're still experiencing issues with notifications in messaging and the Agent Workspace, troubleshoot this issue by asking yourself the following questions:

  • Is the agent unable to receive new notifications? For example, have they reached their notification limit, changed their status to offline, or missed an assigned chat?  
  • Is the agent excluded from the messaging routing flow of incoming requests? Are they in the wrong group? 
  • Are your Chat departments enabled to allow for notification routing rules to work? 
  • Do you have any Support triggers firing before Chat routing rules?
  • Are you using omnichannel routing to route messaging tickets and excluding the agent? 

For more information, see these articles:

  • Routing messaging tickets and notifications
  • Using the notifications list to manage conversations
  • How can I route incoming messaging notifications to notify only the assigned group of agents?

 

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