Discuss

Notifications in Quickenerp

Types of Notifications

• Direct Messages – Someone sends you a private message in Discuss.
• @Mentions – Someone mentions @yourname in any channel or chatter.
• Activity Reminders – An activity assigned to you is due soon or overdue.
• Record Assignments – A record (lead, task, order) is assigned to you.
• Approval Requests – Someone requests your approval (expense report, leave request).
• System Alerts – Database backup notifications, update available, server status.

Configuring Notification Preferences

Each user controls their notification delivery:

1. Click your avatar (top-right) – My Profile.
2. Go to the Preferences tab.
3. In the Notifications section:

• Handle by Email – Receive every notification by email.
• Handle in Quickenerp – See notifications only in the app (bell icon).
• Handle by Email and in Quickenerp – Both.

The Notifications Bell

The bell icon (top-right corner) shows all your unread notifications:

• A red dot with a number indicates unread count.
• Click the bell to expand the list. Each entry shows the message, sender, and timestamp.
• Click any entry to navigate to the relevant record or conversation.
• Click Mark All as Read to clear all notifications.
• Older notifications are automatically moved to the history section.

Desktop Notifications

For real-time alerts:

1. Your browser will prompt you to allow notifications from Quickenerp. Click Allow.
2. When a new notification arrives while you're in another tab or application, a desktop toast notification appears.
3. Click the desktop notification to jump to Quickenerp and the relevant record.

Notification Best Practices

• Use @mentions sparingly – every mention interrupts the recipient.
• If you are going on leave, enable "On Vacation" mode in your preferences to auto-reply to messages.
• Disable email notifications for low-priority channels (mute the channel) to reduce inbox clutter.

Using Live Chat as an Operator

Receiving a Chat Request

• When a visitor starts a chat, a notification appears in Discuss (in the "Live Chat" inbox in the left panel).
• If you are not actively in Discuss, a desktop notification pops up (if enabled in your browser).
• Click the notification to open the chat.
• Quickenerp shows visitor context if available: pages they visited on your website, their IP address, and any previous chats.

Chatting with a Visitor

• Type your response and press Enter.
• Use canned responses by typing :shortcut and pressing Tab.
• Use rich formatting: bold, italic, lists, and links.
• Send attachments (files, images) by clicking the attachment icon.
• Click Transfer to transfer the chat to another operator (e.g. from sales to technical support).

Ending a Chat

• When the conversation is complete, click End Chat.
• The visitor sees a "Thanks for chatting" message.
• If enabled, a transcript is emailed to the visitor.
• The chat history is saved in Discuss for future reference.

Live Chat Reports

Go to Discuss > Reporting > Live Chat Analysis:

• Total chats, chats per operator, chats per day.
• Average response time (how fast operators reply).
• Average chat duration.
• Customer satisfaction ratings (if enabled – visitors can rate the chat after it ends).

Live Chat

Live Chat lets website visitors chat with your team in real time. It appears as a chat bubble on your website and routes to available operators.

Creating a Live Chat Channel

Go to Discuss > Configuration > Live Chat Channels.

1. Click Create.
2. Channel Name – e.g. "Website Live Chat", "Sales Chat".
3. Website – Select which website this chat appears on (if you have multiple sites).
4. Button Text – What the chat bubble says (e.g. "Chat with us!").
5. Welcome Message – The first message visitors see when they open the chat (e.g. "Hi there! How can we help you today?").
6. Operator Assignment – How to route incoming chats:

• Any operator – First available operator gets the chat.
• Specific operators – Choose which users can receive live chat requests.
• Sales Team – Route to a specific sales team.

• Request Visitor's Email – Ask for email before starting the chat. This helps follow up if the chat is disconnected.
• Send Transcript by Email – After the chat ends, email the transcript to the visitor.
• Auto-Popup – Show the chat bubble automatically after N seconds on the page.

Canned Responses (Quick Replies)

Save time with pre-written responses for common questions:

1. Go to Discuss > Configuration > Canned Responses.
2. Click Create.
3. Enter a Shortcut – a quick keyword (e.g. :hours).
4. Enter the Response – the full message (e.g. "Our business hours are Monday to Friday, 9 AM to 6 PM EST.").
5. Save. In a live chat, type :hours and press Tab – the full response replaces the shortcut.