Omnichannel notifications help Digital Contact Center agents stay on top of new digital interactions while working in Dialpad. Depending on your notification settings, agents can receive a sidebar notification or a pop-up with either a one-time or repeating sound.
This makes it easier for agents to notice new interactions and replies, even when they're multitasking or working outside the Digital tab.
Let’s dive into the details.
Who can use this
Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
Configure office notifications
Admins can configure a default notification policy at the Office level.
To configure Office notifications, go to your Dialpad Admin Settings.
- Select Office Settings > Contact Center Administrator Settings
- Select Digital Channels Notifications
- Select Allow notifications for digital channels
- Choose how you want agents to be notified:
- Sidebar notification
- Popup
- If you select Popup, choose a sound option:
- One-time sound
-
Repeating sound
Note
A Digital Contact Center can inherit the Office notification policy or use its own. If a Contact Center has an override, its settings take precedence over the Office settings.
Configure contact center notifications
A Digital Contact Center can use the office notification policy or have its own policy.
To configure contact center notifications, go to your Dialpad Admin Settings.
- Select a Digital Contact Center > Digital Settings
- Select Digital channels notifications
- Select Allow notifications for digital channels
- Choose how you want agents to be notified:
- Sidebar notification
- Popup
- If you select Popup, choose a sound option:
- One-time sound
-
Repeating sound
How notifications work
Notifications apply to new inbound digital interactions and new replies in existing conversations.
| Notification setting | What agents see and hear |
| Notifications off | The session and unread state continue to update, but agents don't receive a sound or pop-up. |
| Sidebar notification | The sidebar and unread state update, and a sound plays once. |
| Pop-up with a one-time sound | A pop-up appears, a sound plays once, and the sidebar badge remains available. |
| Pop-up with a repeating sound | A pop-up appears, and the sound repeats every 10 seconds until the conversation is opened or read, the pop-up is dismissed, or the session ends. |
Notifications are designed to help agents stay aware of new interactions while multitasking or working outside the Digital tab.
Note
Local mute and volume settings, meeting-state restrictions, browser or native app behavior, and operating system notification permissions can affect whether agents hear a sound or see a pop-up.
Troubleshooting
If an agent isn't receiving notifications, use this table to check the most common causes:
| Check | What to do |
| Agent assignment | Make sure the agent is assigned to the Digital Contact Center receiving the interaction. |
| Notification settings | Confirm that notifications are enabled, and check whether the Contact Center uses the Office policy or an override. |
| Volume and mute settings | Make sure the agent's device isn't muted and the volume is turned up. |
| Meeting status | Check whether a meeting-state restriction is suppressing notifications. |
| Notification permissions | Make sure the browser, Dialpad app, and operating system allow notifications. |
| Unread interaction | Confirm that the interaction appears as unread in the Digital Contact Center. |
If the interaction appears as unread, but there's still no sound or pop-up, a local setting or notification permission may be blocking it.
Tip
Still having trouble? Contact Dialpad Customer Care and include the Digital Contact Center channel, notification style, app being used, and approximate time of the interaction.
Frequently asked questions
Do notifications work when the Digital tab isn't open?
Yes. Notifications are designed to alert agents while they're multitasking or working outside the Digital tab.
However, browser, native app, operating system, mute, volume, and meeting-state settings can affect whether a sound or pop-up appears.
Who controls the notification policy?
Administrators set the default notification policy at the Office level. A Digital Contact Center can either inherit that policy or use its own complete override.
If a Contact Center has an override, its settings take precedence over the Office settings.
Can agents choose their own notification settings?
No. Notification styles and sound options are controlled by the Office or Digital Contact Center policy. Agents can't configure a separate notification policy for themselves.
Why can I see an unread interaction, but don't hear a notification?
A local setting may be preventing the notification from playing. Check your mute and volume settings, meeting-state restrictions, browser or native app permissions, and operating system notification permissions.