Alex8000

Notification on new message

9 posts in this topic

Hello all,

We were wondering if it would be possible to receive a notification whenever a client sends a new chat message in an accepted chat.
Right now when our analysts have the chat open and use a second browser tab to do some other work (in Hornbill or otherwise) they get no notification whatsoever of the customer having sent a chat message. It would be terrific if the analyst would get a browser notification, a sound cue, and/or a little (1) in their tab title to signal that a new message has been received. This new notification count would clear whenever the tab is back in focus and thus being looked at by the analyst. 

The same thing goes for the customer, although this is not as important to us.

I look forward to hearing your thought on this!

Thanks,

Alex

Share this post


Link to post
Share on other sites

Hi Alex

We have something planned as a future feature, point 3 in out Planned Features will deal with making in coming chat messages more visible to end users and agents. 

Kind Regards

Trevor Killick

Share this post


Link to post
Share on other sites

Hi @TrevorKillick,

Thank you for pointing that out! Please consider my post as a more exhaustive 'wishlist' of the bullet point in that list. The way Hornbill is currently able to send browser notifications in Chrome would be terrific for new chat messages as not everyone has speakers connected to their PC, has them enabled, and has them enabled at such a volume for a sound cue to be audible.

Best regards,

Alex

Share this post


Link to post
Share on other sites

Hi Alex

I have updated the Planned Features list to include the visual element of your requirements, hopefully we can address this in the near future. 

Kind Regards

Trevor Killick

Share this post


Link to post
Share on other sites

Hi Trevor,

Thank you!

Best regards,

Alex

Share this post


Link to post
Share on other sites

@TrevorKillick

We have some problems with the chat in the new layout that we do not see any new chats waiting. As of this we are missing chats.

58c95f2cbf6ce_2017-03-1516_34_46-(3)Chatsessie-Hornbill.png.d9536fad968c3b7200cc5b9458ea2029.png

I only saw, by accident, a chat waiting in the dropdown menu.

58c95f7117ddd_2017-03-1516_37_47-(3)Chatsessie-Hornbill.png.3e0c71312b436033347ffab05fe15cc3.png

Regards,

Mark

Share this post


Link to post
Share on other sites

@m.vandun

Hi Mark 

Apologies for this, i have replicated the issue and i am raising it with the relevant development teams as soon as i have any more information i will respond.

Kind Regards

Trevor Killick

Share this post


Link to post
Share on other sites

Hi @m.vandun

The Chat notifications should now show in the top right along side Email. You will need to Update Live Chat to the latest release.

Kind Regards

Trevor Killick

Share this post


Link to post
Share on other sites

Hi @TrevorKillick,

Saw the update yesterday. I've installed it and will monitor it.

Thanks for the help!

Regards,

Mark

1 person likes this

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!


Register a new account

Sign in

Already have an account? Sign in here.


Sign In Now