Get notified about conversations

Summary

You choose how KonversAI tells you a conversation needs you on the My settings screen in the KonversAI console, under In this workspace → Notifications. The section is a grid. The reasons run down the side and the three channels run across the top: Push, Browser and Email. Tick one box for each way you want to hear about each reason. The three live conversation reasons are New conversation started, Waiting for a reply and Needs attention. Each choice applies to one workspace only.

Below the grid, Alert volume controls console sound. Zero is mute; drag it above zero to hear a sound for every live alert while the console is open in a tab.

Who can do this

Every Tenant Admin and Tenant Operator sets their own notifications. You change only your own. A Tenant Admin cannot switch notifications on for a colleague, because the browser and the device must grant permission to the person sitting in front of them.

Before you start

Sign in to the KonversAI console and open the workspace you want alerts for. Notification choices are per workspace, so repeat these steps in each workspace you staff.

Open My settings from the avatar in the top right of the console, then select the In this workspace tab and find the Notifications section. The bell in the top bar links to the full grid.

Two of the three columns need permission before their boxes can be ticked. Browser shows Needs your permission until you allow notifications. Push also needs an administrator to set it up for your KonversAI server; when they have not, the column shows Not set up on this server. Ask your administrator.

Steps

Read the grid

1. Open My settings, select In this workspace, and find Notifications.
2. Read down the left column for the reasons and across the top for the channels: Push, Browser, Email.
3. Tick the box where a reason meets the channel you want it on. Each box saves on its own, so ticking one never changes another.
4. A dash instead of a box means KonversAI does not send that reason on that channel. Weekly summary shows a dash under Push and Browser, because KonversAI only sends it by email.
5. Select the small i beside a row or column name to read what it covers.

Turn on console sound

1. Open My settings, select In this workspace, and find Notifications.
2. Drag Alert volume below the grid above zero. KonversAI plays the sound as you drag, so you hear the level you picked.
3. When volume is above zero, you hear every live alert while the console tab is open — for New conversation started, Waiting for a reply and Needs attention. Set volume to zero to mute.
4. Console sound needs no permission from your browser.

Turn on browser notifications

1. Open My settings, select In this workspace, and find Notifications.
2. Select Allow notifications in the Browser column. Your browser asks for permission. Choose to allow it.
3. Tick Browser on the reasons you want. KonversAI alerts you on those reasons when the console tab is in the background.
4. If the column shows Blocked in your browser settings. Allow notifications for this site, then come back., you refused the prompt earlier. Open your browser’s site settings, allow notifications, then reload the page.

Turn on push notifications for an Apple iOS device

Do these steps on the device you want alerted. A phone and a laptop are two devices, and each grants its own permission.

1. On an iPhone or iPad, add the KonversAI console to your Home Screen:
   1. Sign in to konvers.ai from Safari
   2. Press the button with “…” next to the address-field
   3. Press “Share”
   4. Press “Add to Home screen”
   5. Press “Add” to save
2. Now, open Konvers.ai the Home Screen icon. Safari only allows push notifications for a site you installed this way.
3. When logged in to konvers.ai, click your name in the top bar, select In this workspace, and find Notifications.
4. Tick Push on the reason you want to get notified about. Your browser asks for permission. Choose to allow it.
5. The device appears under Your devices below the grid, named after its browser and system, such as Safari on iPhone. The one you are using is marked This device.
6. When the Push column is already ticked but this browser is not registered, the column shows Enable on this device. Select it.

Turn on email alerts for conversations

Email needs no permission and no registered device, so this is the one channel you can set up from any browser.

1. Open My settings, select In this workspace, and find Notifications.
2. Tick Email on New conversation started, Waiting for a reply, Needs attention, or any combination.
3. KonversAI emails you on that reason, on the same terms as push: only when nobody has picked the conversation up and you are not working in the console.
4. Every one of these emails carries an unsubscribe link and a link back to this grid. To choose which other emails KonversAI sends you, see Choose which emails you receive.

Get alerted even while you are active in the browser

1. Open My settings, select In this workspace, and find Notifications.
2. Below the grid, tick Send notifications even while I am active in the browser.
3. This one setting covers Push and Email together. With it off, KonversAI holds both back while you have KonversAI open on your computer, because notifications already come there.
4. Turn it on if you always want notifications across devices.

Add another device, or remove one

1. Open My settings on the new device, select In this workspace, and find Notifications.
2. Tick a box in the Push column, or select Enable on this device when the column is already ticked.
3. To stop alerting a device you no longer have, select Remove beside it under Your devices. KonversAI stops sending to that device at once.

FAQ

What is the difference between the three live conversation reasons?

New conversation started means a customer opened a new chat in this workspace — once, at the moment it begins, even if the assistant already answered. Waiting for a reply means a customer has asked something and nobody has answered yet. Needs attention means a conversation needs a person for another reason, such as the assistant handing it over. They are three rows in the grid under My settings → In this workspace → Notifications, so you can choose different channels for each.

Can I have a sound for one reason and a browser notification for another?

Console sound is one control: Alert volume below the grid. When volume is above zero, you hear every live reason that fires. Browser is a separate column, so tick Browser only on the reasons you want as pop-ups when the tab is in the background.

Why is there a dash instead of a checkbox?

A dash means KonversAI does not send that reason on that channel, so there is nothing to switch on. Weekly summary, Daily attention digest and Usage warnings show a dash under Push and Browser, because KonversAI sends all three by email only.

Why does my phone stay silent when a conversation comes in?

KonversAI holds back the push notification, and the email alert, while you have KonversAI open on your computer in that workspace. It alerts the console instead, because you are already looking at it. Tick Send notifications even while I am active in the browser, below the grid in My settings → In this workspace → Notifications, if you always want notifications across devices.

Why do I get no push notifications on my iPhone?

Safari on iPhone and iPad only allows push notifications for a site you added to your Home Screen. Open the KonversAI console in Safari, add it to your Home Screen, then open it again from the Home Screen icon. Tick a box in the Push column in My settings → In this workspace → Notifications from that installed copy.

What is the difference between the three channels and console sound?

Push reaches your phone or laptop with the console closed, and the device must be registered first. Browser is a notification from your browser, shown while the console tab is in the background, and needs your permission once. Email needs neither an open tab nor a registered device. Alert volume plays a sound in the console when it is above zero. All are configured under My settings → In this workspace → Notifications.

Do my notification settings follow me to another workspace?

No. Your choices in My settings → In this workspace → Notifications apply to that workspace only. Open each workspace you staff and set its notifications there. Your registered devices are the exception: a device you enable is available to every workspace you staff.

I unticked Push in one workspace. Does my phone still get alerts from the others?

Yes. Unticking the Push boxes in a workspace stops that workspace sending to your devices. Your phone stays registered and keeps receiving alerts from every other workspace you staff. To stop a device receiving anything at all, select Remove beside it under Your devices.

A device in my list says “Unknown device”. What is it?

KonversAI names each device from the browser and system it registered from, such as Chrome on Android. It shows Unknown device when the browser did not report enough to name it. The row still works: check Last alerted to see when KonversAI last sent to it, and select Remove if you do not recognise it.