Better notifications for Live chat
Notifications for live chat are quite frustrating - desktop notifications only last as long as all other notifications so easy to miss if away from your desk. Would be good to get an email notification to all people who are signed up for Live Chat when someone is waiting. Also to have the tab bar to change with a message live "Chat Waiting!" would help draw attention.
Comments
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Love this feature, however it appears troublesome for desktop users since you don't get notified of live chats waiting unless you have browser notifications turned on. When do you do turn them on, you get EVERY Pipedrive notification coming through, driving you crazy! A better suggestion would be a pulsing icon showing the number of live chats waiting over the Leads Icon.
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Hi @Damien Halloran , we appreciate your feedback and your suggestion!
Currently you will get a notification when the following occurs:
- A new conversation is added to the unassigned folder
- New message from a conversation assigned to you
- Assignment of a new conversation
Which is to say you get notified about chats directed to you and chats that don't have an "owner" yet, so they don't fall through the cracks.
I can see how the current interface can sometimes be overwhelming or distracting, so I've made sure your suggestion reaches our team for consideration in future developments. 🚀
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Inês Batata said:
Hi @Damien Halloran , we appreciate your feedback and your suggestion!
Currently you will get a notification when the following occurs:
- A new conversation is added to the unassigned folder
- New message from a conversation assigned to you
- Assignment of a new conversation
Which is to say you get notified about chats directed to you and chats that don't have an "owner" yet, so they don't fall through the cracks.
I can see how the current interface can sometimes be overwhelming or distracting, so I've made sure your suggestion reaches our team for consideration in future developments. 🚀
Ines
My issue is that to receive the notifications I had to turn on Chrome notifications in my browser. When I do that, I get notifications from every activity in Pipedrive, such as someone updating an Organisation, Person, mail party etc.
Way too many! Which is why I have Chrome notifications turned off. So therefore if browser notifications are the only way that Pipedrive can notify you of a waiting chat, then it is a flawed system and should be addressed.
Thanks
Damien
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First of all: Leadboster is a great addon. To work here with Playbooks and to improve it more and more, I appreciate it very much.
I would wish that I get a notification via slack when someone starts a live chat. Slack is very common and many companies work with it.
To be able to conduct the dialogue directly out of slack would be the highlight.
But getting a notification in slack would be a good start.
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Inês Batata said:
Hi @Damien Halloran , we appreciate your feedback and your suggestion!
Currently you will get a notification when the following occurs:
- A new conversation is added to the unassigned folder
- New message from a conversation assigned to you
- Assignment of a new conversation
Which is to say you get notified about chats directed to you and chats that don't have an "owner" yet, so they don't fall through the cracks.
I can see how the current interface can sometimes be overwhelming or distracting, so I've made sure your suggestion reaches our team for consideration in future developments. 🚀
Thank you for clarifying, @Damien Halloran , this helps us understand your use case better.
I'm sorry to hear you're not having an ideal experience right now and I understand your frustration. I’ll discuss your comments with our team and share your concerns.
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Inês Batata said:
Hi @Damien Halloran , we appreciate your feedback and your suggestion!
Currently you will get a notification when the following occurs:
- A new conversation is added to the unassigned folder
- New message from a conversation assigned to you
- Assignment of a new conversation
Which is to say you get notified about chats directed to you and chats that don't have an "owner" yet, so they don't fall through the cracks.
I can see how the current interface can sometimes be overwhelming or distracting, so I've made sure your suggestion reaches our team for consideration in future developments. 🚀
Hi @Damien Halloran , I understand the issue that you have.
The thing is that Live Chat notifications and general Pipedrive notifications are two separate features.
In order to get only Live Chat notifications without general Pipedrive notifications, make sure that you have unchecked the "Display real-time notifications about updates as they happen" at the bottom of Personal settings page.
Hope that helps...
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Christian Meyer said:
First of all: Leadboster is a great addon. To work here with Playbooks and to improve it more and more, I appreciate it very much.
I would wish that I get a notification via slack when someone starts a live chat. Slack is very common and many companies work with it.
To be able to conduct the dialogue directly out of slack would be the highlight.
But getting a notification in slack would be a good start.
Thanks for your feedback, @Christian Meyer !
If you have any more feedback or suggestions regarding Live Chat, feel free to share it with us. It helps us greatly shaping the product in right direction.
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Christian Meyer said:
First of all: Leadboster is a great addon. To work here with Playbooks and to improve it more and more, I appreciate it very much.
I would wish that I get a notification via slack when someone starts a live chat. Slack is very common and many companies work with it.
To be able to conduct the dialogue directly out of slack would be the highlight.
But getting a notification in slack would be a good start.
I'd love to have this feature. We're moving from Hubspot as this is one of features we'll miss.
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Hi there! Any news on the live chat - slack integration?
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Alvaro Rojas said:
Hi there! Any news on the live chat - slack integration?
Hi @Alvaro Rojas !
No news at the moment. Here’s how to stay on top of what’s coming down the line:
🌟 Follow What’s New and don’t miss any new releases.
🔮 Follow What's Planned to know what we're working on currently and what’s to come.
🧪 Join our Research and Beta Testing channel for the chance to try out early versions and give us your opinion about new and improved features before they go live.
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Instead of just a pop-up, we could do with sound notifications along with the pop-up.
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Thanks @Carl O'Malley for sharing, I've made sure our team sees this suggestion.
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An own Pipedrive Chat Pop-up would be great as the window notification sound or Pop-up, is too short. (Sound only once). Why not look in Chat apps which already do so? As well responding in the pop-up etc.
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I think it needs improvement in the notification. Sound which repeats, Pop-up which allows you to click on to get to the chat, Geotagging etc. It is a lot of Chat app which offer that on the market, no need to re-invent
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Recently, we started using the chat function on our website. I like the interface and flow overall, however, I have a hard time getting notified of inbound chats. The notification system as designed will pop a browser notification once you have it set up, but it's an all or nothing. So if I am working on my database and literally touching hundreds (sometimes up to a 1000) contacts and get a notification every time the contact is updated, that means that a chat notification can go unnoticed. You get notifications of things like unread emails in your menu bar (or overdue activities) it would be beneficial to show any inbound chats here as well.
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we cant make it make a sound at all has anyone managed to find a way around this?
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THIS! I honestly don't see how live chat is useful without a 'ringing' notification in the pipedrive interface, like every other chat solution has for agents.
A fleeting browser notification is easily missed.
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What NO sound? How is this chat even useful? There's NOTHING more frustrating than missing a hungry lead because you "missed" a notification. I +1 this request.
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Using pipedrive live chat for almost a year. A this point we are probably going to move back to our previous chat system or other online chat system out there.
The biggest issue is that no one gets the notifications. Even me as the admin if i honestly didn't have an iWatch, or wearing it even i missed the people trying to connect.
No ability to close the chat for after hours. Like come on why the heck can someone try to connect to a chat at 2am. That just makes no sense and there is not way to schedule when people are available.
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Hi @Johnny!
Thank you for the feedback! With the issue of the notifications, I hope you can reach out to our Support team to further check. However, I will forward the feedback of setting online/offline hours to the team. At the moment indeed every user just needs to set themselves online/offline.0 -
Even if you guys introduced a schedule for the chat. The largest issue is that ALL users have complain they miss people who try to use the live chat with us. Again the notification is absolutely terrible.
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I just can agree! Out of 10 times I do not see in time that somebody wants to chat with us.
It would make perfectly sense to have a specific type of notification for chats. In a perfect world you can enable Web Push Notifications. From the technical point of view it is easy to implement for Pipedrive and for all users.
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Is there any update on this Pipedrive team? Without this the function is useless?
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Jonathan Berube said:
Is there any update on this Pipedrive team? Without this the function is useless?
I Agree!
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We currently rely on PD's chatbot to provide live assistance to our customers and those interested in our product. We are running into issues with missing live chats however due to notification issues. As I understand it there are two ways to receive notifications: 1)enable desktop notifications through browser and PD or 2) download and use mobile app
The problem lies in enabling desktop notifications. I am then alerted to all actions in PD, not just chat notifications. It is extremely difficult to discern a chatbot notification from all the other noise. Ultimately we all turn off these notifications because its too distracting/overwhelming.
We are then forced to download the PD mobile app, have the phone by our computers, and rely on its sound notifications to alert us of a chat. Pretty disappointing we have to use two devices to use this feature.
Recommendation: allow users to turn on notifications for chats only, rather than all notifications for PD.
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I agree. Notifications for chatbot should be separate from the general Pipedrive notifications, as they both occur at different tempos and have different priorities when it comes to follow-up actions.
It is very frustrating as it is now.0 -
The notifications for chat only are essential to be able to use the tool.
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Vaughn Talbert said:
I agree. Notifications for chatbot should be separate from the general Pipedrive notifications, as they both occur at different tempos and have different priorities when it comes to follow-up actions.
It is very frustrating as it is now.Yes it is and makes the tool almost useless.
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Hi Annalisa,
Thank you for leaving us your feedback!
I have checked this issue with our live chat product team and they confirmed that Live Chat notifications are a separate entity and it is possible to get only notifications for Live Chat by unchecking the In-app desktop notification check-box under Personal preferences here.
Hopefully, this will help you! Keep in mind that after unchecking this, users will not receive any deal/item update notifications.
Kind regards,
Andreia0 -
Work on Live Chat notifications needs to be done. Chrome alerts are not adapted: activation/deactivation in extended screen, mixing with other browser alerts, lack of customization. When will it be possible to have a sound system for example.
It will be necessary to take example on the other tools in order to propose the main functionalities (notifications, integration, personalization, plug-in, desktop app, tickets, ...)
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