We have a multi-skilled team who require a lot of apps/programmes open at the same time.
The agent receives a notification for a new chat but if they minimise the screen to answer a call or do something else, and the customer replies to the active chat, they receive no notification,.
How can this be resolved?
Hi KellyH,
Maybe you can post your idea in the following forum and invite more people to vote it:
Categories (dynamics.com)
Unfortunately, that only works for new chat conversations.
What I'm looking for is a way to notify the agent that the customer has responded in a live ongoing chat.
As part of Wave 1 2020 functionality, we now have Omnichannel desktop notifications! This can cover the following scenarios:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-notifications#receive-notification-when-the-app-is-in-the-background
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