Overview
The Notify Agent in Queue panel sends an in-app notification to a specific agent who is currently logged into a queue. The notification is non-intrusive and will not interrupt any active interaction between the agent and a customer; it simply appears in the agent's workspace as an alert they can review when available.
Before You Begin
This panel works best when paired with panels that provide context about the incoming interaction. Since the notification can include dynamic variables in both the title and body, you can pass relevant details, such as a caller's transfer count, account status, or sentiment score, directly into the message so the agent is informed before the call even connects.
Always verify that the email address entered in the Agent Email Address field is correct before your Logic goes live. An incorrect address means the notification will not reach the intended agent.
Example Use Case
A Logic+ flow uses the Customer360 panel to detect that an inbound caller has been transferred several times without resolution. Rather than routing the caller to a standard queue, the flow first sends a notification to a senior support agent via the Notify Agent in Queue panel, alerting them that a frustrated caller is on the way along with a brief summary of the situation. The agent receives the heads-up before the call connects, allowing them to be prepared and handle the interaction with extra care.
Properties
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Name
Enter a unique, descriptive name to identify the panel.
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Description
Enter any notes about the panel for reference. This field is collapsed by default; select the down arrow to expand it.
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Initiates Flow
Designates this panel as the starting point of the Logic flow. When selected, this panel will be the first to execute when the flow is triggered. This can only be removed by setting a different panel as the flow initiator.
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Redact Data in Logging
Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.
Fields
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Agent Email Address
Enter the email address of the agent who should receive the notification. This must match the agent's email address as registered in Sharpen. Double-check this value carefully — an incorrect address will result in the notification not reaching the intended agent.
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Title
Enter the title of the notification as it will appear to the agent. Keep it concise and descriptive so the agent immediately understands the nature of the alert. This field supports variables using
$()syntax.
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Body
Enter the content of the notification. Include any relevant details the agent should know before handling the interaction. This field supports variables using
$()syntax, allowing you to populate the message dynamically with data from earlier in the flow.
Exits
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Default
The path taken after the notification is successfully sent.
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Error
The path taken if an error occurs and the notification cannot be delivered.
This article is part of a series on Admin Configuration topics.