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How does Tudodesk deliver email, chat notifications to agents?
How does Tudodesk deliver email, chat notifications to agents?

To learn how Tudodesk notifies your agents and teammates when customers send messages, read on.

Martin avatar
Written by Martin
Updated over a week ago

To learn how Tudodesk notifies your agents and teammates when customers send messages, read on.


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Email notifications

  • For agents, we delay sending chat and email messages for 2 minutes if a message is not marked as read by a user.

Browser and audio notifications

These are sent immediately.

  • We notify you in the message center when a new message arrives

  • Audio notifications are triggered by live chat messages

Forwarding rules

  1. We forward any email message that are 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.

https://help.tudodesk.com/en/articles/4759619-how-to-turn-on-off-email-forwarding

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