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Hi there,
Sometimes a user/customer takes too long to answer the chat and the agent is doing something else, so the chat window is minimised.
Is there a way the agent can get a notification when the customer answer the chat?
Kind regards,
Fernando
Hi
In the omnichannel experience the session tab is showing changes for chats not opened. This is standard feature. Maybe I misunderstand your issue. Can you provide more information.
Mox
Hi Magnus,
I have no idea where to find the Omnichannel Experience or the Session Tab.
Perhaps is something that I am missing in the platform.
If you could point me out where to find it, that would be great.
Cheers,
Using the omnichannel for customer service app you’ll get all your ongoing conversations on the left pane. If they are not in focus they’ll change color indicating that
You should go to the conversation.
My point is when the browse is minimized as most of the customer service team workers have more to be done than just a live chat.
So, for example, if a customer service team agent is talking with a customer and the customer takes ages to answer the chat, obviously the agent won't be looking to the screen, for don't know how long, waiting for the customer's answer.
At this time, the agent has some emails from customers to answer through Outlook. The Outlook is open in full screen and the browser cannot be seen as it's minimized.
So, how can the "agent" get a notification when the customer answer the chat?
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