Solved How to receive notifications for Chat messages when offline?

[gbos]

We've just setup the 3cx system chat tool on our site replacing another tool that worked perfectly given we added the phone tree. Currently after 5pm our agents go offline and all phone calls are forwarded to a team we have internationally however we would still like to answer chat messages that come in. The only issue is I cannot seem to setup the ability for agents or myself to receive messages when either 1 or all are offline ("Do not disturb", "away", etc). How could i receive chat messages but not phone calls when offline?

 

[GeorgeP_3CX]

Hi @gbos

Please clarify what exactly you need to do. You want to receive the offline messages that are sent by the Web Visitors, but you do not want for the visitors to be able to call you if you reply to the message?

Also, now you are not able to receive offline messages from the Web Visitors?
What is the destination set for the Live Chat?

 

[gbos]

Hi @gbos

Please clarify what exactly you need to do. You want to receive the offline messages that are sent by the Web Visitors, but you do not want for the visitors to be able to call you if you reply to the message?

Also, now you are not able to receive offline messages from the Web Visitors?
What is the destination set for the Live Chat?

Currenlty the livechat will only notify someone if that person is labeled "available". The goal would be for a notification to push for any team member even if they are "away" or set as "do not disturb". Customers would be able to call still as those would be forwarded to our team internationally but we do not want them to handle chats.

Currently we receive offline messages but they go unnoticed until someone sees them in the morning.
By destination I'm assuming you're talking about going to agents within the system? Unsure of what you're asking.

 

[GeorgeP_3CX]

Hi @gbos

So correct me if I am wrong.

You want the the incoming messages from the Live Chat and calls to be received from, let's say group A, for office hours, and for the out of office hours, group B to receive the calls but group A to receive the offline Live Chat messages but not to be received by group B.
And the issue at the moment is that you receive the messages but you are not notified about them?
Is that correct?

Please clarify which of the following are you using to communicate:

• Web Client
• V18 Desktop App
• 3CX Mobile App

 

[gbos]

Ah I now see where I didn't clarify @GeorgeP_3CX. Currently we have two groups taking calls. Internally and an international division. The international division has their own call system that we just forward to if no one internally answers the phone after X amount of time or is online. So group B in your scenario will always receive the phone call regardless. I am just hoping to get notifications to their mobile app for everyone in our 3CX system for chat's regardless of online or set to "Do Not Disturb". We are using the V18 desktop app during the typical work day and the mobile app after hours.

 

[GeorgeP_3CX]

Hi @gbos

Please note that if you are at 'Away' or 'Do not Disturb' status, the only way to see the offline messages of the Live Chat is by opening the 3CX Mobile App. You will not get a notification.

 

[gbos]

Understanding now. Thought there might be a work around to receive message notifications but not get phone calls. thanks!