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).

The Discuss Module

Discuss is Quickenerp's built-in communication tool. It integrates messaging, email, notifications, and live chat into one interface. Unlike external tools (Slack, Teams), Discuss is deeply integrated with all business records – every message, note, and email is automatically linked to the relevant customer, order, project, or invoice.

Key Features

• Direct Messages – One-to-one chat with any colleague.
• Channels – Group conversations organised by topic, project, or department.
• Record Chatter – Contextual messaging on every business record (order, invoice, contact).
• Live Chat – Real-time chat with website visitors, routed to operators.
• Email Integration – Send and receive emails without leaving Quickenerp. Email threads are stored in the chatter.
• Notifications – @mentions, assignment alerts, and activity reminders.
• Mobile Apps – iOS and Android apps for on-the-go messaging and notifications.

Accessing Discuss

Click the Discuss app from the app switcher (☰). The interface is divided into three panels:

• Left Panel – Conversations list: Direct Messages, Channels, and the Live Chat inbox. Unread conversations have a bold name with a badge count.
• Center Panel – The selected conversation's message history. Newest messages at the bottom.
• Right Panel – Channel/chat details: members, pinned messages, attachments, and settings.

Discuss vs Email

Note: You can send emails directly from the chatter on any record – that email IS recorded in Discuss, keeping the history together.