⚠️ Troubleshooting

First, please make sure you’re using the Google Chrome browser. Before you can hear an audible alert when an escalation comes in (it sounds like a HOOT HOOT HOOT from an owl), make sure to click anywhere inside the window once the window is loaded. Chrome has a security feature where it will only play a sound once a user has clicked inside the window.

If you aren’t receiving any escalations but believe that you should be, ensure that your availability is turned ON. Your availability can be found in the upper left-hand corner of your Conversations page. Only flip this toggle to OFF if you’re unable to take chats, like if you’re on your lunch break or logged out for the day.

If you’ve turned your availability to ON and still aren’t receiving any escalations, check with your manager that you’ve been properly added to an escalation group.

Also, have them double check that your hours of operation are correct and in the right timezone.

For more details, have them check out this section: Scheduling Agents for Live Chat

Chrome has a performance setting called Memory Saver that may restrict live updates in swivlStudio. If you use Conversations, it’s imperative to be sure that your swivl.studio tab is never made inactive.

Keep an eye out for a warning like this:

 

If you see it, follow the instructions below:

3. Type swivl.studio and click Add

4. Confirm that the link was added