Conversation alerts in the Digital Desktop

Feature coming soon

To work with a chat assigned to you, click it on the left side of the workspace under Conversations. The queue lists every live session you have.

  • A red spot tells you that the customer is waiting for a response. The timer indicates the elapsed time since the customer’s last message.

  • When the customer sends you more than one messages, you see multiple red spots next to their name.

The timer under the red alert spot may indicate two cases:

  • If the chat is newly assigned to the Agent, the timer counts down the available time during which the Agent can answer the conversation.
    If the Agent does not answer the conversation, their status is set to Away and the conversation is reassigned to another Agent.
  • If the Agent has answered the chat and the conversation is ongoing, the timer shows the elapsed time since the customer’s first unattended message.

Note: Please note that the timer continues to tick on until the Agent answers the message. It is not enough to open the messaging session as an active work item.