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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here. |
In the Chat for JSM app, you agents can enable audio and visual notifications for new incoming requests. These notifications will work only for new requests and won’t work for replies to existing tickets. For that purpose, you can set up desktop notifications.
How does it work?
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when new messages from customers arrive. These notifications are designed to keep support agents informed about newly initiated chats
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and replies from customers in the tickets assigned to them.
How does it work?
Agents will receive sound and visual notifications when they are online and have the Chat Dashboard open anywhere in the browser.
Sound notifications work only for requests made via Chat Widget and within each project individually. They require you to configure the proper browser permissions.
On this page, you’ll learn how to:
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Sound Notifications
Go to Project Settings > Chat Settings > Notifications.
Choose the options that serve your needs the bestOpen the project and select Chat for JSM from the sidebar menu.
Click on the Notifications tab.
Enabled the desired options.
Allow sound for the site in your browser permissions.
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You have three the following options for sound notifications.:
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New requests - If this option is selected, agents don’t hear a sound.Play a sound continuously until a you will hear a one-time notification when a customer initiates a new conversation in the Chat Widget.
Messages in the requests assigned to me - If this option is selected, you will be informed about new messages in the requests assigned to you.
Repeat sound until new request is assigned – - If this option is selected, notifications will keep playing until you assign all a new requests request from chat.Play a sound once when a new request is received –
Show info-popup about new message/request on the Chat Dashboard - If this option is selected, you will hear a one-time notification for new requests from chat. get a visual notification in addition to a sound one.
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To receive sound notifications, you need to keep the Chat Dashboard page open somewhere in your browser. |
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When you enable Show a flag popup for a new request, a flag popup will appear on the Chat Dashboard whenever there is a new request.
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using sound notifications, it is highly recommended that you keep the option “Show info-popup about new message/request on the Chat Dashboard” checked.
This pop-up corresponds to the settings you have set for audio notifications and visually shows what event triggered the sound signal in your Jira.
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When there are multiple new requests, flag popups will stack on top of one another, with the most recent request on top.
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You cannot disable the flag popup for new requests if sound notifications are enabled. |
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Agents can individually pause the sound on the Chat Dashboard for a set amount of time on the Chat Dashboard.
On the Chat Dashboard, click the bell icon in the upper right corner.
From the box that opens, click Pause Sound.
Select a time frame from the drop-down list.
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You will still see flag popups for new requests.