Manage event notifications

This tutorial refers to Userlike’s live chat product. For Userlike’s Unified Messaging tutorials, click here.

Introduction

At Userlike we know how busy real-time chat support can be. To help you stay organized we provide a wide range of notifications for chat- and system-related events. Those can be received in different channels: either directly and in real-time in the browser, or as email, for later reference. For many events you can even choose to receive an audio notification or hook in your 3rd party services, using our addons.

Here we show you how you can configure event notifications to match your use case best.

Topic Description
Chat-related events Overview on the chat-related events for which you can receive notifications.
System-related events Overview on the system-related events for which you can receive notifications.
Role settings Determine if specific roles can receive chat notifications.
Operator settings Customize how you or your fellow Operators receive chat notifications.
Chat Widget settings Further customize the reception of chat notifications on a per-Widget basis.
Sample setups Some sample notification workflows we can recommend.

Chat-related events

Event Description
Operator online Triggered when Operators log in to the Chat Panel and are ready to chat.
Operator away Triggered when Operators change their presence to 'away'. No new chat sessions will be accepted, but existing ones can be processed undisturbed.
Operator back Triggered when Operators change their presence back to 'active' again and new chat sessions will be accepted.
Operator offline Triggered when Operators log off the Chat Panel. No new chat sessions will be accepted and existing ones will be either forwarded or dropped - depending on whether there are other Operators are available or not.
New chat sessions Triggered for individual Operators when they receive a new chat session.
All new chat sessions Triggered every time your Operators receive a new chat session. This is useful if you want to remain in the loop regarding your company's chat activity.
First message received Triggered for individual Operators when they receive the first chat message in their chats.
Message received Triggered for individual Operators every time they receive a chat message in their chats.
Message sent Triggered for individual Operators every time they send a chat message in their chats.
All forwarded chat sessions Triggered every time a chat session if forwarded from one Operator to another.
All chat ratings Triggered every time your Operators receive a chat rating for one of their chats.
All chat feedback Triggered every time your Operators receive a chat feedback for one of their chats.
All chat surveys Triggered every time your Operators receive a chat survey from one of their chats.
All chat goals Triggered every time a chat goal is reached in one of your Operators' chats.
All finished chat sessions Triggered when any of your Operators finishes a chat session.
All offline messages Triggered every time a Webvisitor leaves a message because no Operator was online.

System-related events

Event Description
Userlike System Messages Triggered when certain events regarding your Userlike subscription occur, e.g. your trial period is about to expire.
Analytics Triggered once a day, providing a summary of the key performance indicators (KPIs) for your daily chat activity.
Chat Widget changes Triggered when the configuration of one of your Chat Widgets is changed.

Role settings

Every role has notifications enabled by default. You can disable notification support for all Operators of a certain role in the role editor. Here we disable notifications for all staff Operators:

**Please note**: changes you make here will take effect on all Operators belonging to that role.

Operator settings

Every Operator can configure if and how they want to be notified about the above mentioned events. This can be done in two places – in the Dashboard and in the Chat Panel.

In the Dashboard

In the Dashboard's left sidebar, open the "Config" section and go to "Operators". Pick the Operator you want to edit from the table of Operators appearing in the center:

In the Operator's settings, switch to the "Notifications" tab:

Here you can now configure the notification setup for your or your coworkers' Operators. Audio notifications can be configured in the "Audio" tab:

Once you have setup the notifications, click "Update Settings" to save your changes.

**Please note**: changes made in the Dashboard will only become effective the next time you connect to the Chat Panel - currently running chat sessions in the Chat Panel are not live-updated with the new configuration.

In the Chat Panel

We also enable Operators to adapt their notification settings without having to leave and re-connect to the Chat Panel, making these changes take immediate effect on currently running chat sessions.

Here the notification settings are all accessible in one pane that will open in an own tab when you click "Settings" in the top navigation bar. The settings tab will open next to any existing chat sessions:

**Please note**: changes you make here in the Chat Panel (e.g. unchecking a check box) take immediate effect, without having to save them explicitly.

Chat Widget settings

While the settings above apply for individual Operators, you can further adapt your notification setup for each Chat Widget.

In the Dashboard's left sidebar, open the "Config" section and go to "Widgets". Pick the widget you want to edit from the table of Chat Widgets appearing in the center:

In the Chat Widget's settings, switch to the "Notifications" tab:

Here you can fine-tune the widget's notification settings for three different channels:

Email

Unchecking the "Emails" checkbox will suppress the following email notifications:

Email notifications affected
All finished chat sessions Finishing a chat session that uses this Chat Widget will not trigger an email notification, for any Operator.
All offline messages Receiving an Offline Message that uses this Chat Widget will no longer trigger an email notification, for any Operator.

You can further specify if you want to send email notifications for finished chats or received offline messages only to Operators of the same Operator group. This can help to reduce noise if your organization has many Operators in many different Operator groups.

The browser notification feature works best with the latest version of Chrome, Safari or Edge. Unfortunately, it is not fully supported by Firefox and is unavailable on Internet Explorer. More detailed information can be found here.
Browser notifications

Unchecking the "Browser notifications" checkbox will suppress the following browser notifications:

Browser notifications affected
New chat sessions Starting a chat session that uses this Chat Widget will no longer trigger a browser notification for the active Operator.
All new chat sessions Starting a chat session that uses this Chat Widget will no longer trigger a browser notification for all other Operators.
All forwarded chat sessions Forwarding a chat session that uses this Chat Widget will no longer trigger a browser notification.
All chat ratings Rating a chat session that uses this Chat Widget will no longer trigger a browser notification.
All chat feedback Receiving feedback for a chat session that uses this Chat Widget will no longer trigger a browser notification.
All chat surveys Answering a survey in a chat session that uses this Chat Widget will no longer trigger a browser notification.
All chat goals Reaching a chat goal in a chat session that uses this Chat Widget will no longer trigger a browser notification.
All finished chat sessions Finishing a chat session that uses this Chat Widget will no longer trigger a browser notification.
All offline messages Receiving an Offline Message that uses this Chat Widget will no longer trigger a browser notification.

The following browser notifications are **not** affected by this setting:

  • Operator online
  • Operator away
  • Operator back
  • Operator offline
  • First message received
  • Message received
  • Message sent
Addons

We have implemented most of the described events for those addons that benefit from them, like the Slack addon or the EmailTicket addon. Most other addons only implement a small subset of the described events.

Regardless of the extend to which the specific addons implement our events, unchecking the "Addons" checkbox will suppress the following notifications for all of them:

Addon notifications affected
New chat sessions Starting a chat session that uses this Chat Widget will no longer trigger an addon notification for the active Operator.
All new chat sessions Starting a chat session that uses this Chat Widget will no longer trigger an addon notification for all other Operators.
First message received Receiving the first message in a chat session that uses this Chat Widget will no longer trigger an addon notification.
Message received Receiving a message in a chat session that uses this Chat Widget will no longer trigger an addon notification.
Message sent Sending a message in a chat session that uses this Chat Widget will no longer trigger an addon notification.
All forwarded chat sessions Forwarding a chat session that uses this Chat Widget will no longer trigger an addon notification.
All chat ratings Rating a chat session that uses this Chat Widget will no longer trigger an addon notification.
All chat feedback Receiving feedback for a chat session that uses this Chat Widget will no longer trigger an addon notification.
All chat surveys Answering a survey in a chat session that uses this Chat Widget will no longer trigger an addon notification.
All chat goals Reaching a chat goal in a chat session that uses this Chat Widget will no longer trigger an addon notification.
All finished chat sessions Finishing a chat session that uses this Chat Widget will no longer trigger an addon notification.
All offline messages Receiving an Offline Message that uses this Chat Widget will no longer trigger an addon notification.

The following addon notifications are not affected by this setting:

  • Operator online
  • Operator away
  • Operator back
  • Operator offline

**Please note:** if you enable all of the notification settings for a Chat Widget, the enabled notifications will still honor the individual Operators' notification settings. So while you can "mute" certain event notifications for all Operators using a certain Chat Widget, you cannot "force" Operators to receive those notifications if they explicitly disabled them in their personal settings.

Sample notification setups

To get a better idea of how these different settings work together, have a look at the following two common notification setups.

Push notifications for new chat sessions

First we configure the EmailTicket Addon (full tutorial). In the Dashboard's left sidebar, open the "Config" section and go to "Addons Settings". Then click the "edit" icon of the "EmailTicket" addon:

Enter the email address you want to send the notifications to and check the "Start" event in the section "Chat Events". Then update the settings:

Go to your Chat Widget's notification settings (as described above) and enable the checkbox for "Addons". Then update the widget:

You will now receive an email for every new chat session that is started with this Chat Widget, with a JSON file attached containing meta information on the new chat session.

Create Help Scout tickets from offline messages

First we configure the Help Scout Addon (full tutorial). In the Dashboard's left sidebar, open the "Config" section and go to "Addons Settings". Then click the "edit" icon of the "Help Scout" addon:

Check the "for Offline Messages" option, then update the settings:

Go to your Chat Widget's notification settings and enable the checkbox for "Addons". The addon will now create a Help Scout ticket for every new offline message that a Webvisitor has sent using this Chat Widget.