A
Andrea Dell
Business Problem:
Currently, mobile notifications are uniform across all workspaces, meaning users receive the same alerts regardless of their level of engagement in a particular workspace. This lack of customization creates challenges for agents who are actively handling conversations in one workspace while only monitoring activity in another. Without control over notifications per workspace, agents may receive unnecessary alerts, leading to notification fatigue or missed important updates.
Desired Outcome:
Allow users to customize mobile notifications per workspace, enabling them to:
  • Enable notifications for workspaces where they are actively handling conversations.
  • Disable or adjust notifications for workspaces where they are only monitoring staff or activity.
  • Set different alert preferences based on workspace roles or responsibilities.