Notifications and Alerts

Notifications and Alerts

Engage can be configured to notify you when new messages are available for processing. There are two types of message notifications available:

Engage Notifications—a pop up notification appearing inside the Engage window, occurring when new messages are offered to you for processing. Engage must be in focus for these notifications to appear.

Desktop Notifications—a pop up browser notification appearing on your computer's desktop and, optionally, a sound played through your computer speakers, occurring when new messages are offered to you for processing. Desktop notifications appear when Engage does not have focus or is minimized. Desktop notifications must be enabled by your site administrator and only work with selected and properly configured browsers.

• Engage Notifications are enabled for all users with automatic message delivery enabled. Also, you may see only Engage Notifications, or both Engage Notifications and Desktop Notifications. Or you may see neither type of notification. In this case, you can only accept new messages by selecting them from the Work Queue.

Configuring Desktop Notifications

Desktop Notifications are intended to inform you when new messages are available to you, even if your Engage browser window is hidden by other applications or is minimized. Before you can use this feature, the following conditions must be met:

1. Your account must be enabled by your administrator to see Desktop Notifications.
2. Desktop notifications must be enabled using the Engage Options menu.
3. You must be using a web browser that supports desktop notifications. See the supported browser versions list below.
4. You must configure your browser to display desktop notifications in general.
5. You must give your browser permission to display desktop notifications for the Engage domain.

Each of these steps is explained below (except for the first one, which is covered in the Contact Administrators Guide).

Enabling Desktop Notifications Using the Options menu

You can control Desktop Notifications using the Options menu, located in the upper right corner of the Engage window.

Figure 8-1: Options Menu

Using this menu, you can:

• Turn visual Desktop Notifications on or off.
• Turn audio alerts on or off.

Figure 8-2: Allowing Desktop Notifications

After you have turned on Desktop Notifications using the Options menu, you will see the message prompt shown below when you go online with Engage (assuming the other requirements described above have been met).

Figure 8-3: Allow Notifications

Configuring Your Browser

Currently, most browsers support audio alerts, but only the following support visible desktop notifications (and are supported by Engage):

• Google Chrome 28 or higher
• Firefox 22 or higher

The steps below describe how to configure desktop notifications on these browsers.

The steps listed here are provided for your convenience and may change without notice as new versions of these products are released. For assistance with browser configuration, please consult the manufacturer or a user support forum.

Enabling Desktop Notifications on Chrome

1. Open the Options menu, then select Settings.
2. Click the Show advanced settings... link.
3. Select Privacy > Content Settings > Notifications
4. Enable the Ask me when a site wants to show desktop notifications (recommended) option.

• You can shortcut the steps above by searching for "notifications." This will highlight the Content Settings option. Click this then scroll down to find the Notifications section.

Figure 8-4: Configuring Notifications on Chrome

• You can also choose to block notifications except for the sites listed in the Manage Exceptions list. Add the URL of your Engage instance to this list, as shown in the example below.

Figure 8-5: Managing Notification Exceptions

Enabling Desktop Notifications on Firefox

1. Login to Engage.
2. Right click anywhere on the window.
3. Select the View Page Info option.
4. Select the Permissions tab.
5. In the Show Notifications section, uncheck Use Default and choose the Allow option.

Figure 8-6: Configuring Notifications on Chrome

Permitting Desktop Notifications For Your Engage Instance

Once you've enabled your browser to display desktop alerts in general, you must grant specific permission for each site that wants to display them. When you access your instance of Engage and this permission has not been granted, you will see prompts from your browser similar to the following:

For Firefox:

Figure 8-7: Granting Permission for Engage to Display Desktop Notifications (Firefox)

Be sure to check Always Show Notifications.

For Chrome:

Figure 8-8: Granting Permission for Engage to Display Desktop Notifications (Chrome)

Be sure to click Allow.

Responding to Notifications

When a new message arrives and is available for you to process, you can then accept or reject it via the Engage Notifications pop up.

Engage Notifications have an Accept button and a Cancel link. A timer counts down in the right hand side of the notification. If you do not click Accept or Cancel before the timer ends, the message returns to the queue to be offered to another agent.

Figure 8-9: New Engage Notification

For Desktop Notifications, clicking on the pop up will display the customer record and allow you to accept it. To reject the message, click the X button in the notification pop up.

Figure 8-10: New Desktop Notification

How Many Alerts Will I See?

The number of notifications you can see and the duration they remain on your screen vary according to the type of message and the browser you use:

Engage Notifications appear one at a time. They are displayed for the duration of the timer, as mentioned above.

For Desktop Notifications, the number and duration depend on your browser:

• In Chrome, you may have a maximum of three notifications simultaneously. Desktop Notifications remain on your screen until accepted or dismissed.
• In Firefox, you may have only one notification, regardless of the number of Engage Notifications allowed. Desktop Notifications in Firefox are displayed for only 3 seconds. (Currently, this is not configurable.)
• In either browser, if more messages are available, notifications for those messages will be displayed after previous notifications have been accepted or dismissed.

Desktop Notifications do not display the timer. However, you must still accept the message before the configured time expires or the message may be offered to another agent.

Clicking on expired Desktop Notifications may display an alert, telling you the message is no longer available.