Transfer to human agent - no notification or sound

Community Discussion AI Assist
1

Hi,
I set up Apollo assistant and followed instructions to transfer chat via transfer-shortcut (to all agents)
But I have bug that chat human agent (me) does not receive sound notification on desktop app.
So I don’t know if someone is requesting transfer. Only when I open that specific chat I receive sound notification and option to join (and message to kick Apollo)

Is this a bug and can you fix this?
For example, if I have 10 users chatting with Apollo, I would need to open every few minutes messages to see if someone is requesting transfer.
Can you enable sound notification if someone is requesting chat?

2 Likes
2

Hi @Toni8,

Welcome to the tawk.to Community, and thanks for your query.

We do have sound notifications enabled for chat transfers. Here are a few questions to help us troubleshoot:

  1. Are the chats being transferred highlighted in red?
  2. Are you receiving sound notifications for new chat requests?
  3. Could you share a screen recording of the issue?
1 Like
3

They are not marked in red.
I receive sound notification for new chat request when Apollo is disabled.

But no notification when bot is enabled and someone requests transfer.
Only when I click on that specific chat, then it marks it in red and makes notification sound

image
image1286×444 28.9 KB

1 Like
4

And when I click on chat…

image
image1322×865 53 KB

1 Like
5

Can you help? It is not resolved.

1 Like
6

Hi @Toni8,

Thanks for coming back to me and for your patience.

Which web browser are you using? Or are you experiencing this in one of our Desktop apps?

1 Like