I wanted to share a feature request based on a recent case I reviewed with GoTo support.
Context:
I was receiving notifications that appeared to be SMS messages, but after investigating, support confirmed that they were actually emails received through an email/chat queue that I'm part of within GoTo.
Support informed me that there is currently no option to disable only the email notifications for a queue while the user remains assigned to it. According to their explanation, this is part of the expected behavior of the queue system, since these notifications are designed to alert assigned users about new interactions that require attention.
The only alternative available today is to remove the user from the queue, but this creates a bigger problem: the user then stops receiving and managing any interactions assigned to that queue, which isn't viable if they still need to handle those conversations.
Requested improvement:
It would be very helpful to have granular control at the user/queue level that allows:
- Muting or disabling specifically the email/chat notifications for a queue, without affecting the user's assignment to that queue.
- Retaining the ability to view and manage interactions within the queue, just without receiving the push/visual alert.
This would help teams that are assigned to multiple queues and need to reduce notification noise without losing access to, or responsibility for, their assigned interactions.
It would be great if support/product could consider this option in a future update.
Thanks in advance.
