I've asked our agents using Side Conversations for the last 6 months to provide feedback on improvements and a big one was the ability to get alerts that the Side Conversation has been updated.
Needs better alerts (other than e-mail) when a side conversation is updated. I suggest a side conversation inbox and/or an icon that appears in the side menu like a chat alert. It needs to be something dynamic, obvious, and persistent so that it’s not missed. I’ve missed more side conversation updates than I care to admit. E-mail notifications are not the way to go if we’re trying to keep issue resolution out of e-mail. I’d recommend something like the screen shot below where you can click an alert icon and it takes you into a mailbox of side conversations rather than taking you into the ticket. It’s nice to be able to access the side conversation from the ticket too but not always needed.
Please sign in to leave a comment.