Wix Answers Help Center
Sending Announcements to Team Members
Instantly communicate internal information to other team members by creating and sending announcements from your notifications feed. When someone receives an announcement, a pop-up at the top right of their screen appears with a preview of the message.
To send an announcement:
- Click the Notifications icon at the top right of your screen.
- Click the Show More icon on the right.
- Click + Create Announcement and compose your message:
- Enter a title in the Give it a title field.
- Enter your message in the What's your announcement field.
- (Optional) Click the Add attachment icon to insert a file.
- (Optional) Click Urgent to mark your announcement as urgent.
Note: Urgent announcements appear on team members' screens until clicked on.
- Choose who to send the notification to:
- Leave the drop-down set to Everyone to share with every team member.
- Click the drop-down and select the group(s) or queue(s) to share with.
Note: When sharing with queues, every agent assigned to the queue receives the announcement.
- Click Send.
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Assigning Agents to Specific Queues
After setting up your call center queues, assign agents to each queue so they can begin taking calls. We recommend assigning agents to queues based on their skillsets, areas of expertise, and language (for multilingual call centers).Note:This article shows how to assign agents to a specific queue. You can also assign agents to multiple queues at once. Important:An agent's status must be set to Available for them to receive a call in their assigned queue. Learn more about agent statuses. To assign agents to a specific queue:Hover over Settings in the side panel and click Call Center.Click the Queues tab at the top.Click Manage next to the relevant queue. Click + Add Assignees and select an agent.(Optional) Set the agent's priority level for taking calls:Note: If more than 1 agent is available in the queue, the call is delivered to the agent with the highest priority level (1 being the highest). Hover over the relevant agent and select Change Priority.Click the drop-down and select a priority level.Click Update. Repeat steps 4-5 to assign more agents to the queue. To remove an agent from the queue:Hover over the relevant agent and click the Show More icon , then click Remove. Tip:Make sure you have enough agents assigned to each queue by analyzing your wait times per queue in Call Center Insights.
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Viewing Your Notifications Feed
Keep track of your Wix Answers internal communications by viewing all announcements and notifications in your notifications feed. From here you can click to go directly to the relevant article, ticket, or announcement.You receive notifications whenever the following occurs:An announcement is sent to a group you're added to or a queue you're assigned.You or a group you're added to are mentioned in an internal note.A task or ticket is assigned to you or a group you're added to.A ticket you are following is updated.An article or category you are following is updated or linked to a ticket.To view your notifications feed:Log in to your Wix Answers account. Click the Notifications icon at the top right of your screen. From your notifications feed you can:Click a notification to go directly to the relevant article, ticket, or announcement.Click the Show only Unread toggle to show only unread notifications in your feed. Click the Show More icon and select Mark all as read to mark every notification in your feed as read. Hover over a notification and click the Blue Dot to mark it as read or unread. Click + Create Announcement to create and send an announcement to other team members.
1 min read