Engage Digital | Adding notifications

Notifications are alerts that display for agents or for specific user groups. Notifications are based on the different requests that are available in the platform. These notifications can be configured with different message thresholds and other metrics.

When configuring notifications, ensure that you indicate the channel. Otherwise, agents may receive alerts for channels they are not assigned to.

Adding notifications

To add notifications, follow these steps:

1. Navigate to Settings > Notifications via the left-hand navigation bar

2. Click Add to add a new notification

3. Check the Active box to enable the notification

4. Enter the name of the notification in the Label field (required)

5. Click Query and enter a query

6. Select a frequency from the Alert periodicity dropdown menu (required)

7. Check the Business hour periodicity box if needed

8. Enter a number of messages in the Threshold field (required)

9. Click the Restricted to role dropdown menu and select the roles that will receive the alert

10. Click the Restricted to team dropdown menu and select the teams that will receive the alert

11. Click the Restricted to agents dropdown menu and select the agents that will receive the alert

12. Check the Recovery notification box if you want this option

13. Click Save

Once you have created a notification, you can delete or edit it as needed.

Notification configuration options

When you’re creating a notification, you’ll have access to a variety of configuration options, which can be found in the Create a Notification configuration page. Let’s review the configuration options available when creating a notification:

Label: Names the notification. This is the name that recipients see when the notification triggers
Query: Specifies one or more search queries that trigger the notification. For some queries you will be prompted to enter values such as true or false, or to filter on information such as an agent’s name. For more information on building queries, visit Using search queries
Alert periodicity: Specifies an appropriate alert frequency. You must specify the time in minutes or hours. The minimum frequency of the alert is 5 minutes. If the alert is set to 1 hour, the alert displays every hour to the agents
Business hour periodicity: Generates alerts only during business hours
Threshold: Specifies the minimum number of messages that must match the query to trigger the alert
Restricted to role: Restricts access to the folder based on specified roles
Restricted to team: Restricts access to the folder based on specified teams
Restricted to agents: Restricts access to the folder based on specified agents
Recovery notification: Specifies receiving a notification when the condition is no longer triggered