Genesys Cloud - Main

Good afternoon, 

Our stakeholders are asking that we send pop-up notifications to our agents to remind them to reply customers within a certain timeframe. For example, if our customer replied to our SMS or Web Message at 2:30, the agent must reply to that message by 2:33. 

I have been looking at creating Alert Rules but it seems like these are targeted more towards alerting someone else (a supervisor) about certain behavior. For example, Conversation Metric Rule forces me to create a definition for when a Queue, Work Team, or User exceeds Max/Min Hold, and then allows me to select a user or multiple users to notify when that condition is met. 

Really what I'd like to do is remind the agent who is working with 3-4 simultaneous digital interactions with a notification pop up "Hey! Your [Customer A] sent a message [2] minutes ago. Please make sure you respond by [2:33]!" or something to that effect. This should be dynamic per agent and per conversation to help them provide quick service to each customer. 

If it helps, we integrate with Salesforce, using the out of the box Messaging utility. I wasn't sure if there might be something offered with that package, but was primarily looking within the Genesys settings. 

Thank you! 

Hi Brooke,

I can't think of any way of doing this out of the box, although someone maybe able to help with other solutions/work arounds they have created.

There is a request on the ideas portal for Segmented Audible Notifications for Agents based on action and you could add your use case and if this could be included as part of this idea or raise a new idea for these type of alerts.

Good afternoon, 

Our stakeholders are asking that we send pop-up notifications to our agents to remind them to reply customers within a certain timeframe. For example, if our customer replied to our SMS or Web Message at 2:30, the agent must reply to that message by 2:33. 

I have been looking at creating Alert Rules but it seems like these are targeted more towards alerting someone else (a supervisor) about certain behavior. For example, Conversation Metric Rule forces me to create a definition for when a Queue, Work Team, or User exceeds Max/Min Hold, and then allows me to select a user or multiple users to notify when that condition is met. 

Really what I'd like to do is remind the agent who is working with 3-4 simultaneous digital interactions with a notification pop up "Hey! Your [Customer A] sent a message [2] minutes ago. Please make sure you respond by [2:33]!" or something to that effect. This should be dynamic per agent and per conversation to help them provide quick service to each customer. 

If it helps, we integrate with Salesforce, using the out of the box Messaging utility. I wasn't sure if there might be something offered with that package, but was primarily looking within the Genesys settings. 

Thank you! 

Good afternoon, 

Our stakeholders are asking that we send pop-up notifications to our agents to remind them to reply customers within a certain timeframe. For example, if our customer replied to our SMS or Web Message at 2:30, the agent must reply to that message by 2:33. 

I have been looking at creating Alert Rules but it seems like these are targeted more towards alerting someone else (a supervisor) about certain behavior. For example, Conversation Metric Rule forces me to create a definition for when a Queue, Work Team, or User exceeds Max/Min Hold, and then allows me to select a user or multiple users to notify when that condition is met. 

Really what I'd like to do is remind the agent who is working with 3-4 simultaneous digital interactions with a notification pop up "Hey! Your [Customer A] sent a message [2] minutes ago. Please make sure you respond by [2:33]!" or something to that effect. This should be dynamic per agent and per conversation to help them provide quick service to each customer. 

If it helps, we integrate with Salesforce, using the out of the box Messaging utility. I wasn't sure if there might be something offered with that package, but was primarily looking within the Genesys settings. 

Thank you!