Notification Center (Audio notification enhancements)
under review
Invo Solutions
Create a central place within the Invo platform to set, edit, customize notifications for any and all interactions.
Must include:
*Sound notifications
*Pop-up/Browser
*OS Pop-up notification
This would include audio and visual notifications for the following areas:
Invo Chat Notifications
Invo Text Notifications
Invo Co-Browse Notifications
In Video Call Chat Notifications
Invo Solutions
Merged in a post:
Browser Audio Alert for In-Call Chat
Invo Solutions
requesting browser notification, audio/video queues whenever a member uses the in-call chat feature to the agent.
Invo Solutions
Merged in a post:
Notification: Lobby interaction ringing (Booked Appointments)
Invo Solutions
The setting should follow the persistent ringing setting if set - ideally only for the assigned agent to the booked appointment
There should likely be an expansion to this setting or additional settings to affect other channels (vb, in-branch video) for booked appointments so there is consistent behavior for this setting across the platform
Invo Solutions
Merged in a post:
Audible notification of Incoming text interaction
Invo Solutions
- Each text interaction that is NEW (Either brand new contact or a previously completed interaction is re-opened) should have a audible alert broadcast to all available text agents.
A. once the interaction is "handled" or responded back to by an agent there will be NO additional audible alerts EXECPT
i. when a default amount of time passes (10 min) with no interaction from the agent or customer.
ii. if the customer responds AFTER that amount of time then the subsequent message will broadcast an audible alert.
- NICE TO HAVE:
a. The time to pass between alerts is changeable in the settings menu
i. from 5 min to 30 min - in 5 min increments
Ownership model
Same as the above, with 1 difference
if an agent claims OWNERSHIP of a text interaction then the alert is ONLY broadcast to that agent.
Invo Solutions
under review
A
Austin Pearce
Merged in a post:
Improve Notification Visibility
Joel Daugherty
We're requesting improved visibility of all notifications - not just the ones for specific modules. Today it looks like the agent has to sit on a particular tab to ensure they get notifications regarding a specific channel they're assigned to. If the agent is assigned to multiple channels (chat,text,booking,video, etc), they have to hop between tabs to keep track of them. It would be nice if these were consolidated into a single spot to improve staff responsiveness.