Unanswered Consultation Alerts

If you miss incoming responses due to page refreshes or network issues, you can use a separate utility item to continue your consultations without missing any messages sent by customers.

Adding a Utility Item in App Manager

1

Go to Setup > App Manager > Select App > Utility Items > Add Utility Item

Type sc_unansweredPollerWrap in the search bar and select the item.

2

Configure the properties as shown below.

"Start automatically" must be checked

You must check this option so that the system detects unanswered consultations in the background, even if the agent does not manually open the utility bar.

If left unchecked, the alert will only function when the utility bar is clicked and opened.

3

Verify Operation

After saving, refresh the console app, and the configured item will appear in the utility bar at the bottom of the screen. If there are unanswered consultations, a list and a red badge will be displayed.

NOTES

There may be a slight delay in list updates

There might be a minor delay when a new unanswered consultation appears or when it disappears from the list after being answered (it usually disappears almost instantly upon answering). This is a secondary alert that operates independently of real-time chat notifications (tab blinking).