Visitor event alerts for operators
Alert operators to qualifying visitors and optionally bring those visitors onto their floor or mark them as favourites.
What it is
Floor Alert, Notify Favorites and Notify Operators bring qualifying visitors to operators' attention. An event can show an alert, play a sound, flash a visitor or bring a visitor onto the floor. A separate Mark As Favorite action changes favourite membership.
Who uses it and why
- Administrators and supervisors with the Settings or Manager role decide which visitors need attention and who should be notified.
- Operators use the alert to inspect a visitor or bring them onto the floor before deciding how to help.
Where to find it
Open Settings › Events › Visitor Events and choose the relevant event Type. The Settings or Manager role provides access, subject to delegated permissions. Operators receive the resulting alerts in their console.
How it works
Floor Alert offers four Alert Type choices: notify on visitor, notify on visitor + sound, popup and flash visitor. Floor alerts can include several languages so operators can receive available text in their preferred language.
Notify Favorites starts with the operators who have marked that visitor as a favourite. Notify Operators uses selected Operators and Settings › Teams. With neither selected, it targets operators currently marked available. Selecting both individuals and teams combines the recipients and removes duplicates.
For these notifications, Notify Type controls the floor effect:
- Notify + Bring to Floor brings the visitor onto the relevant floor and can retain them there as a favourite.
- Notify sends the notification with a Bring to Floor action for the operator to choose.
Mark As Favorite is an additional action. Select Favorite or Un-Favorite and at least one operator or team. This changes favourite membership for those recipients; it is separate from notifying them.
Applicable notification actions can also send push notifications when the recipient has push enabled. Notify Video Creator Only narrows relevant video-related alerts to the creator.
Configure it
Choose the event type, trigger and visitor filters. For Floor Alert, choose Alert Type and enter Message content where needed. For Notify Favorites or Notify Operators, choose Notify Type, message content and recipients where offered.
Use Max Visitors to constrain favourite placement. Add Mark As Favorite if the rule should also change membership. Review Cooldown and Dates before saving to avoid repeated alerts.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Alert Type | Settings › Events › Visitor Events | website | notify on visitor | Settings role, Manager role | Selects a visitor alert, a visitor alert with sound, a popup or a flashing visitor for Floor Alert. |
| Notify Type | Settings › Events › Visitor Events | website | Notify + Bring to Floor | Settings role, Manager role | Chooses Notify + Bring to Floor or Notify for favourite and operator notifications. |
| Operators | Settings › Events › Visitor Events | website | Not set: with no operators or teams selected, Notify Operators targets available operators | Settings role, Manager role | Selects individual notification recipients. |
| Settings › Teams | Settings › Events › Visitor Events | website | Not set: with no operators or teams selected, Notify Operators targets available operators | Settings role, Manager role | Includes members of selected teams as notification recipients. |
| Message | Settings › Events › Visitor Events | website | Not set: enter text before saving a Floor Alert unless its Alert Type is flash visitor | Settings role, Manager role | Supplies notification text and language versions. |
| Max Visitors | Settings › Events › Visitor Events | website | Not set: a value must be entered before saving Notify Favorites | Settings role, Manager role | Limits favourite visitor floor placement for Notify Favorites. |
| Notify Video Creator Only | Settings › Events › Visitor Events | website | Off | Settings role, Manager role | Limits applicable alerts to the relevant video creator. |
| Mark As Favorite | Settings › Events › Visitor Events | website | Not set: no favourite action; adding the action initially selects Favorite | Settings role, Manager role | Adds a separate favourite or unfavourite action for selected operators or teams. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure operator alert events, subject to delegated permissions. |
| Manager | Configure operator alert events, subject to delegated permissions. |
Limits and good to know
- An alert or floor placement does not assign a conversation or send a visitor an invitation.
- Favourite membership, floor presence and conversation ownership are separate states.
- Recipient selection differs by event type. A favourite alert does not automatically notify every available operator.
- Sound and push depend on operator preferences and delivery conditions. A matching rule does not guarantee an audible or acknowledged alert.
- The Floor Alert action excludes blocked visitors and visitors in an active stream.
Depends on and works with
+3 more · this feature uses
- Favourite visitorsEnhances
Favourite membership supplies recipients and can be changed by additional actions.
- Mobile consoleEnhances
Eligible operator notifications can also use enabled push delivery.
- Video Feed for visitorsEnhances
Video viewing lets an alert target the creator of the watched video.
View all connections as a list
This feature uses
- Visitor event rules and actionsRequires
Visitor events run alerts and floor actions.
- Visitor event targeting conditionsConfigured by
Filters select the qualifying visitors.
- Visitor event and bot schedulesConfigured by
Dates can restrict alert times.
- TeamsConfigured by
Team membership supplies selected recipients.
- Website, channel and subsite accessConfigured by
Channels affect visitor placement on operators' floors.
- Operator notifications and alertsEnhances
Console alerts display event notices alongside floor flashes and Bring to Floor actions.
- Operator notification soundsConfigured by
Operator sound preferences affect audible alerts.
- Live visitor and operator floorEnhances
Bring to Floor changes visitor visibility on the floor.
- Favourite visitorsEnhances
Favourite membership supplies recipients and can be changed by additional actions.
- Mobile consoleEnhances
Eligible operator notifications can also use enabled push delivery.
- Video Feed for visitorsEnhances
Video viewing lets an alert target the creator of the watched video.
Used by
- Favourite visitorsEnhances
Visitor events can notify favourite operators and bring returning visitors to the floor.
- Time-based visitor event triggersEnhances
Timed rules can trigger operator alerts or floor actions.
- Operator notifications and alertsConfigured by
Visitor-event alert actions set the notice type, message and intended operators.
- Visitor event rules and actionsEnhances
Events can alert operators and bring visitors to their attention.
FAQ and troubleshooting
Why was a visitor brought onto my floor without a chat?
The event used Notify + Bring to Floor. Floor placement draws your attention to the visitor without starting a conversation.
Why did Notify Favorites not alert everyone?
It targets the visitor's favourite operators. Check favourite membership and any video-creator restriction.
Why did Notify Operators reach operators I did not select?
Selected teams include their members. If no operators or teams are selected, the action targets currently available operators.
Why did I see an alert without hearing a sound?
Check Alert Type and your sound preferences. Only the sound-enabled visitor-alert choice requests that sound.