Broadcast messages: a feature dive

We interrupt your scheduled web browsing to bring you this important message.

You need to get a message out for all your live chat agents to see. But sending them all an individual private message is time-consuming and inefficient.

So, you need a way to broadcast your message to your agents. That’s where WhosOn’s ‘broadcast messages’ feature comes in. But what is it, and what does it do?

Stay tuned for further information.

What are broadcast messages?

It’s a busy day on the customer frontlines. Agents are tapping away, replying to customer queries and solving problems over live chat software. But in the manager’s office, all is not well.

Maybe agents aren’t reminding customers to sign up for the new service. Or, there’s a SaaS service outage set to make the chat channel very busy. Whatever the reason, the supervisors need to get the message out to all their agents.

So, they send a broadcast message. It could be a memo, an alert, or an update. Whatever the message, they hit send and broadcast the news to all their agents simultaneously. 

Who are broadcast messages for?

Broadcast messages are for agents and supervisors. They are not seen by, or sent to, customers.

When you set up your chat channel and accounts, you can choose who has the ability to send broadcast messages. Only those with permission — supervisors, managers, administrators — can post broadcast messages.

After posting, any and all logged-in agents receive the message, which appears within the chat client. This includes agents that have their statuses set to ‘busy’ or ‘away’. So, everyone that needs to see the message receives it.

Why use broadcast messages?

Sometimes, supervisors need to send an update to their online agents. To do this, they shouldn’t need to send individual messages to each team member. It wastes the time of the supervisor, risks some agents missing out on the memo or alert, and isn’t a viable option in an emergency.

Broadcast messages allow leaders to mass-message their agents in real-time. Agents get the alert, without clicking away from their current chat sessions.

So, they save time for supervisors and ensure that every online agent sees the alert, without causing major distractions. Plus, in an emergency, broadcast messages allow administrators to give every agent as much warning as possible.

How do they work?

Supervisors with the tool enabled type the message they want to broadcast to every online agent and send it.

The message then appears as a banner at the top of the chat client. Every agent — regardless of their current status — that’s logged in to the chat client will then be able to read the message.

Once they have seen the broadcast, agents can dismiss the banner message by clicking on the ‘x’.

End of broadcast

You heard it here first. Now, why not give it a try for yourself? Explore broadcast messages and everything else WhosOn has to offer, with a 30-day free trial.

We now return you to your regularly scheduled web browsing. End of transmission.

Useful links

The demand for technical support live chat

A best practice guide to managing concurrent chat sessions

WhosOn free trial