What is a Broadcast Message?

Broadcast Message is a feature that allows the Admin to send messages and announcements to a specific user or group of users at once. The recipients, which can be manually selected by the Admin from the list, receive the message as a standard instant message.

Please do note that agents can only view the message but have no ability to reply back to the Admin. There will be an indicator if the message is Delivered and Acknowledged.

 

Follow the steps below to send a broadcast message to the Agents.

 

From the Admin dashboard, click on Report and select Agent Monitor.

 

On the Agent Monitor, click on the Broadcast Message button.

 

The Broadcast Message window will pop-up and this is where you can select the user/s that you would like to send the message to.

Click on the greater than a button to move the agent to Recipient or >> to move all the agents.

Enter the message that you would like to send to your agents. Once you're done, click on the Send Message button

Here are the two types of Broadcast Message Notification

 1. Notification - message will not pop out in the agent side and it can be read later by clicking the "bullhorn" icon.
2. Alert - message will pop out in the screen of the agent.

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For reference, this is how the agent would see the actual message from their end if the message is configured as an Alert:

 

If it's set as a Notification, the Broadcast Message Icon on the agent side will turn green.

Once the agent clicks the icon, they will get the message.

Note: Both configurations can handle consecutive messages and logs them as seen below

 

You will receive a Success window that the message has been sent.

 

On the Broadcast Message column, you will know if the message is Delivered (Mail icon) or Acknowledged (Checked box icon) by the agent. Acknowledged would mean that they already seen and accepted the message.