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Better messaging and notifications are here.
Better messaging and notifications are here.
Martin avatar
Written by Martin
Updated over a week ago

Message notifications direct to your phone.

Communication is without a doubt on our hot-list this month. We know a lot of you don't sit in front of devices waiting for messages. We want to help you respond to customers efficiently and from anywhere.

Starting today, if a customer sends a message to you via Tudodesk or uses live chat, if that message remains unread for more than 2 mins, we will forward you a copy immediately.

Once you receive a message notification, you can reply from any device, and we will route your reply directly to your customer. This will save you time and help you serve customers when on the move, or just away from your desk.

Context

We include useful metadata with each notification to give more context to the message.

  • The ticket number associated to the message (Job, Estimate, Invoice etc)

  • Name of the customer

  • Life-cycle stage (Contact, Lead, Paying customer...)

  • Phone number

  • When they signed up

  • Location (Short locality)

  • Any attachments they sent

This is a new feature so we have plans to bring more functionality and improvements to make these notifications even more impact-full.

Forwarding rules

  1. We forward any email message that is unread for 2 mins to the agent assigned to the ticket.

  2. We forward any chat conversation that remains unread for 2 mins to the agent assigned to the ticket.

  3. We forward any attachments.

  4. If the agent who the ticket is assigned to is deactivated or is a workshop tech user we forward to the domain administrator.

  5. Forward all override rule can be set to route all notifications to one designated agent/admin.

  6. No forwarding rule can be set to turn off this feature.

If you have any feedback suggestions on this new feature let us know.

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