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Alerts for new handoffs and customer replies

You don't have to keep the Help Desk open to know when a customer needs you. While AskVault is open in your browser, on any page, you're alerted when:

  • A visitor asks for a person (a new handoff) in your workspace.
  • A customer replies in a conversation assigned to you.

Rolling out: everyone on the team will also be alerted when a customer writes in any conversation a person has taken over, including one waiting in the queue with nobody assigned yet. You still get one alert per message. See Who gets alerted for how this is being narrowed to your own conversations and the queue.

Who gets alerted

Also rolling out: alerts follow the same rule as most shared inboxes. You're alerted about:

  • Conversations assigned to you: a customer reply, including in a conversation a teammate passed to you.
  • Conversations nobody has picked up yet: a new handoff, or a customer writing in a conversation still waiting in the queue.

You aren't alerted when a customer writes in a conversation a teammate already owns. That conversation is theirs, and they get the alert.

When a handoff is assigned automatically as it arrives, only the person it was assigned to is alerted. When a teammate mentions you in a note, that notification goes only to you, in the bell.

What an alert looks like

  • A short sound, unless you've turned sound off.
  • A count in the browser tab title, for example (2) Analytics · AskVault. It goes down as you open those conversations, and a handoff that a teammate claims drops off.
  • A pop-up in AskVault with an Open button, while you're looking at the AskVault tab.
  • A desktop notification, if you allowed it, while AskVault is in the background. Clicking it brings AskVault to the front and opens the conversation.

You aren't alerted about the conversation you're already reading.

Turn desktop notifications on

  1. In the Help Desk, open the account menu at the bottom left (your name).
  2. Under Notifications, click Allow in this browser.
  3. Choose Allow when your browser asks.

AskVault only asks your browser when you click that button. If you blocked notifications before, allow them for AskVault in your browser's site settings.

Choose what you get

The Notifications section of the same menu has three switches. They're saved to your account, so they follow you to other devices:

  • Sound: the speaker button next to your name does the same thing.
  • Desktop notifications
  • Email when nobody is online. An email when a handoff waits and nobody on your team is online.

Alerts are for the workspace you have open. If you work in several workspaces, switch to the one you want alerts for.

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