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When a visitor asks for a person, Hiveku alerts your team, and reminds them up to three times if nobody answers.

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Live chat alerts

Alert the team about live chats, in Helpdesk → Setup → Settings, is on by default. When a website visitor starts a live chat or asks for a person, your team is alerted:
  • In the app: the bell, and the red count on the Helpdesk icon.
  • On their phones: a push notification from the Hiveku app.
  • By email.
  • In Slack, when Slack alerts are on (below).
If a visitor who asked for a person gets no reply, the alert goes out again after 2, 5 and 15 minutes. After 15 minutes the website assistant takes the chat back and tells the visitor the team will reply by email; the conversation stays in your inbox for a person to answer. Each person can turn these alerts off for themselves in Settings → Notifications.

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Is anyone listening?

The chat widget checks whether a person can really answer. If nobody on your team has phone alerts on, the dashboard open, or Slack connected, the chat tells visitors honestly that the team will reply by email, instead of promising someone right away. You can see this at the top of the chat widget’s Who answers tab, with a shortcut to turn on phone alerts. See Website chat.
Install the Hiveku app on your phone and allow notifications. It is the surest way to know when a visitor is waiting.

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Slack alerts

Turn on Alerts in Slack and paste an incoming webhook link for the channel (create one at api.slack.com/messaging/webhooks). Hiveku posts when:
  • a website visitor asks for a person or starts a live chat;
  • a caller leaves a message or needs a follow-up;
  • a conversation misses its response time target;
  • a new email or text conversation arrives at the priorities you pick.
Use Send test message to check the link. For your security, the saved link is never shown again; only its last characters are. If posts start failing, the settings page says so. Slack alerts never include what the customer wrote. They say who and where (for example “A website visitor asked for a person”) and link to the conversation.

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Late conversations

When a conversation misses a response time target, the assignee gets a bell and an email (or the account admins, when nobody is assigned), and Slack gets a post if it is on. See Routing and response times.

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Replies to existing conversations

Route customer replies to emails a chosen teammate whenever a customer replies to a conversation by email, with a link to it. Use it when one person covers support.