Introduction

The **Notify Agent** component allows you to send desktop notification messages to the agent handling the call. It is very useful for informing the agent about the customer's current position in the flow or the actions they have already taken (for example, if they entered their ID, accepted a condition, or passed through a specific IVR).

This component is located in the **Basics** group and is available only in **Voice-type routing points**.

Configuration

• Double-click the **"Notify Agent"** component you added.
• In the right panel, you will see the **"Notify Agent text"** field. Enter the text that will be displayed to the agent in the desktop notification.
  • Examples:
    • Customer entered their identification number.
    • Customer accepted the 20% discount.
    • Customer has already gone through the IVR menu and was directed to retention.
• Once the text is defined, click the **"Save"** button at the bottom of the configuration panel.
• The component will be ready to send that message every time a call passes through it.
• The recommended practice is to place a **"Notify Agent"** component immediately after the component whose action you want to notify the agent about.