Alert Banners (Engage Legacy)

It's critical that your Agents are aware of important information when communicating with your customers.

Alert Banners allow Engage Admins to configure messages that appear to Agents within Engage, making it easy to communicate important information such as network outages, flight delays or severe weather to your team, ensuring that they have the relevant information at hand when communicating with your customers, without ever having to leave Engage.

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How to configure Alert Banners

Navigate to Settings

Scroll down to the Alert banners section

Click the Add new banner button

Complete the form (see below for an example)

Once complete, to display your alert to Agents, ensure that the toggle next to the title of the banner is set to on

Alert Banners update in the Agent UI every 15 minutes. This means that it may take a maximum of 15 minutes for a change made to a banner (i.e. creating a new banner, enabling an existing banner, or updating the content of a banner) to appear to your Agents.