Detection of a new visitor awaiting an answer
When a new visitor arrives on the website and starts requesting help, the task of the service is to attract the attention of the agents by all means.
For those agents who currently have the Control Panel open in their browser, a icon with the number of new inquiries will appear in the top toolbar:
When the Dialogues button is clicked, the Agent Workspace opens. New inquiries, the number of which will be indicated in a red circle next to the Dialogues button, will be located in the Awaiting Answer section.
If the agent currently has a different tab open in their browser, their attention will be drawn by the appearance of a flashing red star in the title of the tab with the Chat Platform's Control Panel, as well as a sound signal. The sound notification works according to the following logic:
- If the agent is not in a dialogue with a visitor (this is a new dialogue) and the Agent Workspace tab is not active, a notification will pop up, if allowed, and a long sound will be played
- If the agent is not in a dialogue with a visitor (this is a new dialogue) and the Agent Workspace tab is active, a notification will pop up, if allowed, and a sound will not be played
- If the agent is in a dialogue with a visitor (a new message has arrived) and the Agent Workspace tab is not active, a notification will pop up, if allowed, and a short sound will be played
- If the agent is in a dialogue with a visitor (a new message has arrived) and the Agent Workspace tab is active, a notification will pop up, if allowed, and a sound will not be played.
Examples of how it looks in Google Chrome:
