Dialbot notifications keep agents on track by sending schedule updates straight to the Dialpad app.
You’ll know when to start, switch activities, and take breaks, all while staying synced with Dialpad WFM.
Let’s dive into the details.
Who can use this
Dialpad WFM is available to all Dialpad users.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.
Dialbot app capabilities
The Dialbot notification is currently available for users with an agent role. Once integrated, the Dialpad App can:
Send schedule reminders 10 minutes and 1 minute before starting your shift, switching activities, taking a break, or ending your shift.
Send notifications if today’s schedule is updated during your shift.
Automatically update your Dialpad app status to display your current scheduled activity.
Admins and supervisors can also send nudges to their agents if they are out of schedule adherence.
Turn on Dialbot notifications
Dialpad WFM Admins can turn on Dialbot notifications for all their users.
To turn on Dialbot notifications, go to Dialpad WFM.
Navigate to Settings > Communication
Select Dialbot
Toggle Dialbot on > select Save
Once Dialbot notifications are turned on, agents will see a welcome message to log in, followed by an quick overview of what Dialbot can do.
Note
Admins will also be prompted to enable Dialbot other areas of the Admin Portal.
When an admin publishes the schedule and Dialbot is off, they’ll see a prompt to turn on Dialbot notifications.
When an admin visits the Agent page and Dialbot is off, they’ll see a prompt to enable Dialbot notifications.
Turn off Dialbot notification
Dialpad WFM Admins can turn off Dialbot notifications at any time.
To turn off Dialbot notifications, go to Dialpad WFM.
Navigate to Settings > Communication
Select Dialbot
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Toggle Dialbot off > select Save
Dialbot will now be turned off for all agents.
Note
Turning off Dialbot notifications is not recommended as it turns off updates and nudges for everyone. Agents can pause their own updates instead.
Pause schedule updates
Agents have the option to pause schedule updates from Dialbot notifications.
To pause Dialbot notifications, go to Dialpad WFM.
Select your avatar
Toggle Dialbot off
To re-enable it, just switch Dialbot back to on in Dialpad WFM.
Note
Pausing schedule updates won’t prevent admins from sending nudges to agents from the real-time dashboard.
Frequently asked questions
Are Dialbot notifications available for admins too?
Not yet! Dialbot notifications are just for agents. Admins and supervisors can still access Dialbot features through the Contact Center settings.
Are agents notified when their shift schedule is published?
No. Dialbot only notifies about the activities during the shift they’re currently working.
Can I customize the notifications I get?
Unfortunately, no. You can either keep all notifications on or turn them all off.