You configure service notifications for your clients on the Client Notifications page. You need these notifications so that the client stays informed about the process (for example, that an agent has been assigned, or that the chat has been closed, etc). Following is an example of how a client notification is shown to a client in a web app:
You can also enable the
workplace.display-client-system-messages setting in the database or by contacting technical support at support@edna.io. If this setting is enabled, client notifications will also be displayed in the thread history in the agent workplace and the supervisor workplace. You can configure both general notifications (used for all chats) and special notifications (used for selected segments). The text of the notifications is set by default but you can change it if necessary.
You can configure the following notifications:
- Thread is in the queue – The system sends this notification to the clients whose threads are in the distribution queue for the first time waiting to be assigned to agents, but there is no available session yet (or no agent is online).
- Waiting time in the queue – The system sends this notification to the clients that are waiting to be distributed specifying the average wait time (regardless of whether their thread has got into the distribution queue for the first or any other time). Also, a client needs to send a new message while their thread is in the distribution queue to receive this notification.
The {average waiting time in queue} dynamic element is available for notifications. The system replaces it with the average waiting time in minutes and hours in the resulting notification.
If the waiting time is two hours or longer, edna replaces {average waiting time in queue} with more than 2 hours. For example:
• If the average waiting time is two hours five minutes, the notification text will be The average waiting time is more than 2 hours.
• If the average waiting time is one hour fifty minutes, the notification text will be The average waiting time is 1 hour 50 minutes.
• If the average waiting time is two hours five minutes, the notification text will be The average waiting time is more than 2 hours.
• If the average waiting time is one hour fifty minutes, the notification text will be The average waiting time is 1 hour 50 minutes.
- Agent has joined the chat – The system sends this notification to a client to introduce the agent (or chatbot) who has been assigned to the thread. You can also use the {agent name} dynamic element that will fill in with the agent’s name or alias in the client’s notification.
- Transfer to another agent – The system sends this notification to a client whose thread has been transferred to another agent. This transfer can happen in one of the following cases:
- An agent manually transferred the thread
- A supervisor manually transferred the thread
- The system transferred the thread because the agent was inactive or signed out
- The system transferred the thread to a chatbot
- Confirmation that thread is in progress – The system sends this notification to a client to let them know that an agent is working on their request but it might take some time. It is sent if a specified amount of time has passed since the last agent message in the thread and if the agent has the thread open in the chat area and in the IN_PROGRESS state during the whole timeout.
You can use the {agent name} dynamic element that will fill in with the agent’s name or alias in the client’s notification. You can also specify the amount of time in minutes that needs to pass before the system sends the notification. - Thread is closed – The system sends this notification to clients when agents close threads.
- Client submitted a CSI score – The system sends this notification to the client that took the CSI survey after the thread with them was closed.
- Client blocking – The notification is displayed to the client in the chat when they are blocked by an agent. The Show notifications in client web chat and mobile application option is irrelevant for this notification: it will be displayed in the chat with the client regardless.