In this post, we will look at how we can configure in Omnichannel for Customer Service the ability to show unread messages for Omnichannel Agents. This is very useful if the agent is chatting with multiple customers at the same time, and is tabbing between chats. The number of unread messages will display on the tab, so the agent knows to tab into it.
To enable this, go to the chat widget, and go to the Design tab. You will see the option to Turn on unread messages indicator:
Once enabled, we can see here in the Omnichannel for Customer Service app, an agent has 3 unread messages. The agent is currently talking to Visitor 1, but Visitor 2 has chatted in the meantime:
Clicking on the Visitor 2 tab, the unread messages indicator is cleared out:
That’s it, agents are now able to see if customers have sent messages they have not yet read.
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