Live Chat Notifications

This guide explains how to personalise your notifications for your Cue Workspace. You can now receive notifications via email, or get notified with a "ping" sound when your Cue Workspace is open on your desktop.

Finding your Notifications settings

1. Go to app.cuedesk.com
2. Click your avatar (circle with initials) at the bottom left of the screen
3. Click My Account
4. The Notifications setting page will be the default page you land on. From here you can update your notifications accordingly.

Understanding the Notification Triggers

- A new unassigned ticket is created - This rule triggers a notification when a new unassigned ticket is created and lands in your shared live chat inbox. Note: if your user journey is setup to have tickets automatically assigned to a team, this rule will not trigger. This is because the new incoming ticket may not be assigned to a user, but is to a team (see A ticket is assigned to a team I belong to)

- A ticket is assigned to me - This rule fires when a ticket is assigned to you. Usually, a new ticket will enter the inbox unassigned. Once an agent is assigned to the ticket this rule will trigger and the relevant agent will receive a notification. This rule does not only apply for new tickets, as it will also fire when a ticket is transferred/reassigned from one agent to another.

- One of my assigned tickets receives a reply - With this rule selected, you'll be notified whenever there is a reply on a ticket you're assigned to.

- A ticket is assigned to a team I belong to - With this rule selected, you'll be notified when a ticket is assigned to a team you are part of. Depending on your User Journey setup, a ticket can directly flow into your team or get assigned to your team by another agent via the shared live chat inbox.