Notifications
Configure in-app, email and push notifications for agents and admins.
Overview
Notifications keep agents and admins aware of new conversations, assignments and important events without watching the screen constantly. Configure them under Settings → Notifications & Alerts.
Notification types
| Type | Triggered by |
|---|---|
| New message | A customer sends a message in a conversation. |
| Chat assigned to you | A conversation is routed or transferred to you. |
| SLA breach warning | A conversation is at risk of missing its service-level target. |
| System alert | A platform event, failure or threshold breach. |
Delivery & preferences
Choose how each notification type reaches you, such as in-app and email, so noisy events stay quiet and urgent ones reach you fast. You control which events you receive from Settings → Notifications & Alerts.
Quiet hours
Pause non-urgent notifications while you are away or offline so you are only interrupted when it matters.
Alert thresholds
Agent Admins can set thresholds, for example a wait-time or SLA target, that trigger an alert so problems are caught early.
Managing preferences
Review and adjust which events you are subscribed to from Settings → Notifications & Alerts at any time.