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When a visitor on your website asks for a person, someone on your team should hear about it at once. Hiveku can alert your team in the app, on their phones and by email, and again a few minutes later if nobody has replied. This guide checks the alerts on Northwind and shows where to see who was told about a chat.

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Switch on the alerts

1

Open the Helpdesk settings

Click Helpdesk in the left rail, then Setup at the top, then Settings.
The Helpdesk tabs with the Setup menu open: Connections, Chat widget and Settings, with Settings outlined

Settings, in the Setup menu

2

Switch on Alert the team about live chats

Under Helpdesk automations, switch on Alert the team about live chats. When a visitor starts a live chat or asks for a person, your team is alerted in the app, on their phones and by email. If a visitor who asked for a person gets no reply, the alert goes out again after 2, 5 and 15 minutes.
Alert the team about live chats, switched on, outlined, with Alerts in Slack below it

Alerts for live chats, switched on

3

Add Slack if you like

To have the alerts posted to a Slack channel too, switch on Alerts in Slack just below and paste the channel’s link.
Each person can still turn these alerts off for themselves in Settings > Notifications.

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See who was told

Open a chat in Helpdesk > Inbox. On the right, Why it came to you says why the chat needs your team, and Who was told lists every alert and reminder, and what the visitor was told.
Why it came to you: The visitor asked for a person. Who was told: Urgent alert to 1 teammate, Reminder 2 to 1 teammate, Sam was told the team will reply by email, both outlined

The alerts for Sam's chat

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Good to know

  • Reply to stop the reminders. The alerts go out again only while nobody has replied.
  • The visitor is kept informed. After five minutes, the chat tells the visitor your team will reply by email if they leave, or asks them for an email address if they have not left one.
  • More: Alerts, and Answer a Visitor Who Asked for a Person.