Development Request: Instant notifications and chat integration for better support

I. AS IT IS NOW: [file]23810[/file] - System: E-chat pro application is used. [file]23810[/file] - Connected channels: Viber, Telegram. [file]23810[/file] - Main process: Communication between call center operators and customers takes place within the framework of individual tasks. [file]23810[/file] - Operator multitasking: One operator can interact with multiple tasks (customer requests) simultaneously. [file]23810[/file] II. Description of the current problem: [file]23810[/file] - Lack of instant notifications: The operator does not see or hear instantly the arrival of new messages from customers in other active chats when he is focused on one chat or performing other tasks. [file]23810[/file] - The problem of fragmented communications: A client can start a conversation through one messenger (Viber or Telegram) and then continue writing through another. As a result, two separate tasks are created with the same client. [file]23810[/file] - Potential scenarios: The operator is having a dialogue with a client in Viber, and the client simultaneously starts writing in Telegram, creating a new, separate task that the operator may not immediately notice. [file]23810[/file] III. Need for improvement: [file]23810[/file] - Need 1: Implement a mechanism for instant notifications (visual and/or sound) about new messages in all active chats of the operator. [file]23810[/file] Notifications should be visible regardless of which chat the operator is currently working in or what other tasks they are performing. [file]23810[/file] - Need 2: Develop functionality to merge tasks (chats) belonging to the same client, even if communication occurs through different messengers (Viber and Telegram). [file]23810[/file] This will allow the operator to see the entire history of communication with the same client in one place. [file]23810[/file] IV. Request to the developer: [file]23810[/file] Please suggest and evaluate the options, feasibility, cost, and implementation timeline for developing the required functionality: [file]23810[/file] - Improve the functionality of instant visual and sound notifications for new messages in all active operator chats in E-chat pro. [file]23810[/file] - Develop functionality to combine tasks (chats) of one client trying to communicate simultaneously through different messengers on the fly. [file]23810[/file] [file]23810[/file]