Push notifications

Push notifications are like Desktop notifications but with some key difference. Desktop notifications, also called Web notifications, are requested directly by the client while Push notifications come from a server. The main difference is that the Push notifications work always, also if your device is offline, or PSI Bot is not open. Also, they are persistent and always visible until closed.

Push notifications for admin and agents

• When an agent click the notification the admin area is open and the right conversation is selected. If the admin area is already open the notification will not open a new tab.

• When a user sends their first message, a Push notification is sent to all validated agents; subsequent notifications are sent only to the last agent in the conversation.

• If you're using the Dialogflow App, and Settings > Dialogflow > Human takeover is active, no notifications are sent if the chatbot knows the answer.

• If the Routing setting is active, only the agent assigned to the conversation receive the notification, admins see all conversations but don't receive notifications.

• If the Queue setting is active, only the agent assigned to the conversation receive the notification. Notifications are not sent for messages sent by the user while waiting in queue. Admins see all conversations but don't receive notifications.

• If a user conversation is assigned to a department, only the agents assigned to that department receive the notification.

• If a user conversation is not assigned to any department, only agents with no assigned department receive the notification.

• Notifications are not supported on iPhone and iOS devices.

• Notifications are sent only if the last agent in the conversation is offline. and Settings > Dialogflow > Human takeover is active, no notifications are sent if the chatbot knows the answer.

• If push notifications are not working, make sure you allowed the notifications, in Chrome you can check this from Privacy and Security > Site settings > Notifications. If they don't work on a mobile device, try these steps too: install the PWA or delete it and install it again, restart the mobile device.