# Visitor event alerts for operators

Alert operators to qualifying visitors and optionally bring those visitors onto their floor or mark them as favourites.

*Release 3.3 · admin, operator, supervisor*

**Settings › Events › Visitor Events**

## 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

### This feature uses

- **Requires** [Visitor event rules and actions](ENG-001.md): Visitor events run alerts and floor actions.
- **Configured in** [Visitor event targeting conditions](ENG-002.md): Filters select the qualifying visitors.
- **Configured in** [Visitor event and bot schedules](ENG-003.md): Dates can restrict alert times.
- **Configured in** [Teams](ADM-013.md): Team membership supplies selected recipients.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Channels affect visitor placement on operators' floors.
- **Configured in** [Operator notification sounds](CON-020.md): Operator sound preferences affect audible alerts.
- **Works better with** [Operator notifications and alerts](CON-018.md): Console alerts display event notices alongside floor flashes and Bring to Floor actions.
- **Works better with** [Live visitor and operator floor](CON-006.md): Bring to Floor changes visitor visibility on the floor.
- **Works better with** [Favourite visitors](VIS-015.md): Favourite membership supplies recipients and can be changed by additional actions.
- **Works better with** [Mobile console](CON-033.md): Eligible operator notifications can also use enabled push delivery.
- **Works better with** [Video Feed for visitors](VX-025.md): Video viewing lets an alert target the creator of the watched video.

### Used by

- **Configures** [Operator notifications and alerts](CON-018.md): Visitor-event alert actions set the notice type, message and intended operators.
- **Enhances** [Favourite visitors](VIS-015.md): Visitor events can notify favourite operators and bring returning visitors to the floor.
- **Enhances** [Time-based visitor event triggers](VIS-026.md): Timed rules can trigger operator alerts or floor actions.
- **Enhances** [Visitor event rules and actions](ENG-001.md): 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.