Alert Agent Skill


The Alert Agent skill can be used to alert an agent, a group of agents, or a team about a conversation.

The Basics

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Adding an agent alert

  1. Insert an agent alert
  1. Edit the skill to specify who should receive the alert and what the notification text should say.
  1. Save and close

Alert Routing

  • The agent alert skill offers the same options for routing criteria as live chat. Refer to Live Chat Routing Rules for more information.
  • Unlike live chat, you can decide whether you'd still like to send the alerts to agents if they're unavailable.

Notification Text

Give your alert a title and description. This will allow you to give the recipients of the alert context about what's happening in the conversation.

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