Admin Guide: How to Set Up Live View Notifications in Chat Experiences

Overview

Live View Notifications are real-time notifications that alert your team members when an assigned, known account is active on your website before the site visitor even starts engaging with your chatbot.

With Live View Notifications, your team members can use one click to proactively start a chat conversation directly from the Live Views page .. all within seconds of the visitor arriving on your site.

How are Live View Notifications triggered?

When a known visitor (Terminus Chat knows the email address and/or phone number of the visitor) arrives on your site, Terminus Chat will reference your connected integrations and alert the account owner you have selected in your Account-Based Routing settings.

Note: The selected account owner must be a Terminus Chat user.

How do I turn on Live View Notifications?

1. Confirm Account-Based Routing Is Enabled for Respective Integration(s)

First, ensure that you have Account-Based Routing toggled ON for the respective integration(s) that you want to power Live View Notifications.

To receive a Live View Notification, a Terminus Chat user's account must be mapped to their integration account on the respective Integration Settings page.

Refer to the individual setup guides for more details:

- Salesforce Integration for Chat Experiences: Setup Guide

- Hubspot Integration for Chat Experiences: Setup Guide

- Pardot Integration for Chat Experiences: Setup Guide

- Chat Salesloft Integration

- Chat Outreach Integration

Note: Account ownership is synced nightly. You can trigger a manual sync by navigating to the Integrations page, clicking on the Settings gear for the desired integration that you want to sync, and then clicking "Sync". Please allow 15 minutes for each sync to complete.

2. Turn On Live View Notifications for your Chat Team

As a chat administrator, you can choose whether or not you want to enable Live View Notifications for your team. By default, Live View Notifications are automatically on.

You can toggle Live View Notifications on and off under General Settings for your team: 

3. Confirm Live View Notifications are ON for your Chat Team Members

When Live View Notifications are toggled ON at the team-level (as pictured above), members of your Chat Team will see this toggle on their respective Live Views pages:

Team members can use this toggle to decide if they would like to receive Live View Notifications. If your team members do not see this toggle, please confirm that the team-level toggle is ON (refer to step 2).
Note: The user-level Live View Notifications toggle pictured above will be ON by default for members of your chat team when you enable Live View Notifications on the team-level.

When and where can my team members expect to receive Live View Notifications?

Your team members can update their Personal Availability to control what time of the day they will receive these alerts. If a team member has placed themself on Do Not Disturb, they will not receive Live View Notifications.

Live View Notifications will be pushed via our browser notifications, in-app (desktop) notifications, and Slack Integration.