How Pingstreams Notifications Work

Pingstreams Notification Types for New Messages or Newly Assigned Support Chats

Your teammates will receive many kinds of notifications about new assigned chats or upcoming messages. Pingstreams supports three kinds of notifications:

• In-app audio and visual notifications
• Desktop push notifications
• Email notifications

Foreground In-App Notifications

While keeping the console active in the foreground (*), the most relevant type of notification for you and your teammates will be in-app audio and visual notifications.

(*) App active in Foreground: The browser window/tab containing the Pingstreams console is the topmost window/tab, not hidden by any other desktop application or other browser instances.

Your teammates will always receive notifications for new messages or assigned support chats with a special pop-up window and an associated sound. Pingstreams will always do its best to ensure you never lose any new content or task assigned to you, with particular focus on new messages.

When In-App Notifications Appear

The “in-app” notifications (audio and visual) are only shown in the following circumstances:

• The teammate is logged in the dashboard and their status is available
• The console web application is visible in the foreground
• An end-user starts a new chat or types a new message which is assigned to the logged-in teammate

Notification Types

If you remain in your console tab, having it in the foreground, you will receive three main visual notifications together with a sound notification (the latter also works in the background):

1. Console pop-up notification
2. Desktop pop-up notification
3. Unread badge counter

See below how the notification will be shown to you:

If sound is enabled, an audio notification will always play on every new message or assigned chat.

In-App Notifications for Unassigned Conversations

For any new “unassigned” notification, you will always see a new pop-up with a corresponding sound. The notification has a yellow theme, to distinguish it from normal pop-up messages.

When You Receive Unassigned Notifications

You will receive unassigned notifications if the following applies:

• The teammate is logged in the dashboard and a project is selected
• No one is available (or everyone is busy, or the project is offline due to operating hours etc.) to reply
• The dashboard is in the foreground
• An end-user starts a new chat

Sound Notifications

Sound notifications will ensure that you do not miss any customer chat or message.

To silence the sound, simply click the “audio icon” in the right corner of the console application.

The Console App is in the Background

When the console application is not visible (because it is hidden in some way by other applications, or because it is not in the “foreground”), Pingstreams will have special visual notifications to attract the user’s attention.

Requirements for Background Notifications

To get these background notifications, the following must apply:

• Teammate is logged in the dashboard or in the chat and their status is available
• The dashboard or chat page are in background (hidden behind other tabs, or completely closed)
• An end-user starts a new chat or types a new message which is assigned to the logged-in teammate
• Push notifications must be enabled on the Pingstreams Console web application

Flashing Tab Notification Page Title

When there are unread messages, the page title changes continuously between the default page title and the unread messages count.

Desktop Push Notifications

A desktop push notification will appear very similarly to the one in the foreground. Clicking on the notification will move your teammate to the corresponding chat.

Email Notifications

By default, Pingstreams sends email notifications for:

• Conversations assigned to the logged-in teammate
• Unassigned conversations

Check out the article Pingstreams email notifications for assigned and unassigned conversations to learn more.

Best Practices for Managing Notifications

• Configure notification preferences based on your role and responsibilities
• Keep sound notifications enabled during active work hours for immediate response
• Use email notifications as a backup when you’re away from the dashboard
• Regularly check unassigned conversations to ensure no customer inquiries are missed
• Enable desktop notifications for better responsiveness when multitasking

For more information about Pingstreams and our customer engagement platform, visit Pingstreams.com 🚀