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Overview

Stay informed without being overwhelmed. Configure notifications to match your workflow and preferences.

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Notification Channels

Desktop

Browser notifications on your computer

Email

Email alerts to your inbox

Mobile

Push notifications on mobile devices

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Desktop Notifications

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Enabling Desktop Notifications

1

Grant Browser Permission

  1. Click notification icon in top bar
  2. Click Enable Notifications
  3. Browser prompts for permission
  4. Click Allow
If you accidentally blocked, reset in browser settings: chrome://settings/content/notifications
2

Configure Notification Types

Choose which events trigger notifications:
Desktop Notifications
━━━━━━━━━━━━━━━━━━━━
☑ New messages in assigned conversations
☑ @Mentions in conversations or notes
☑ Conversation assignments
☐ Team chat messages
☐ Status changes
☑ Priority escalations
3

Customize Behavior

Sound:
  • Enable/disable notification sound
  • Choose notification tone
  • Adjust volume
Display:
  • Show message preview (or just sender)
  • Keep notification visible until dismissed
  • Auto-dismiss after X seconds

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Do Not Disturb Mode

Temporarily silence notifications:
  • Quick DND
  • Scheduled DND
  • Focus Mode
Click notification icon → Turn on DND

Options:
○ For 30 minutes
○ For 1 hour
○ For 2 hours
○ Until I turn it off
○ Custom time...
Urgent notifications still come through.

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Email Notifications

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Email Preferences

Instant email alerts:
Send Email When:
━━━━━━━━━━━━━━━━━━━━━━━━━
☑ New conversation assigned to me
☑ Someone @mentions me
☑ Urgent conversation unattended >15 min
☐ Any new conversation
☐ Customer replies to my conversation
☐ Status changes

Delivery:
⦿ Immediately
○ Batched every 15 minutes
○ Batched hourly
Too many real-time emails? Consider batched delivery or digest format.
Summary email once per day:
Daily Summary Email
━━━━━━━━━━━━━━━━━━━━
☑ Enabled

Send at: [9:00 AM ▾]
Timezone: [America/New_York ▾]

Include:
☑ Conversations handled yesterday
☑ Open conversations assigned to me
☑ Team performance summary
☑ Upcoming tasks/reminders
☐ Knowledge base updates
Example digest:
Your Daily Summary - Nov 29, 2025
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

📊 Yesterday's Activity:
• 15 conversations handled
• Avg response time: 4.2 min
• CSAT: 4.7/5

📥 Open Conversations (5):
1. Refund request - Customer A (2h)
2. Technical issue - Customer B (45m)
...

⚡ Urgent Items (1):
• VIP customer waiting >1 hour
Comprehensive weekly summary:
Weekly Report
━━━━━━━━━━━━━━━━━━━━
☑ Enabled

Send: [Every Monday ▾] at [9:00 AM ▾]

Include:
☑ Personal performance metrics
☑ Team comparison (anonymous)
☑ Top conversation topics
☑ Customer feedback summary
☑ Goals and achievements

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Email Frequency Limits

Prevent email overload: 
{
  "max_emails_per_hour": 10,
  "max_emails_per_day": 50,
  "batch_threshold": 5, // If >5 pending, batch them
  "batch_interval_minutes": 15
}
Smart batching:
  • Single event → Immediate email
  • Multiple events → Wait and batch
  • Urgent events → Always immediate

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Mobile Notifications

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Mobile App Setup

1

Install PWA

  1. Visit inbox on mobile browser
  2. Tap “Add to Home Screen”
  3. Name: “Team Inbox”
  4. Tap “Add”
2

Enable Push Notifications

  1. Open app
  2. Allow notifications when prompted
  3. Configure preferences in app settings
3

Configure Mobile-Specific Settings

Mobile Notifications
━━━━━━━━━━━━━━━━━━━━
Notifications: [All ▾]

Sound: [Default ▾]
Vibration: ☑ Enabled
LED Color: [Green ▾]

Behavior:
☑ Show on lock screen
☑ Wake screen on notification
☐ Persistent notification icon

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Mobile-Specific Options

  • Smart Notification
  • Location-Based
  • Battery Saver
Contextual notifications based on activity:
When app is:
• Open: No notification (you're already looking)
• Background: Show notification
• Closed >1 hour: Sound + vibrate
• Phone silent: Visual only

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Notification Types

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Conversation Notifications

  • New Messages
  • Assignments
  • @Mentions
  • Status Changes
New Message Notifications
━━━━━━━━━━━━━━━━━━━━━━━━
Notify me when:
☑ Customer replies to my conversation
☑ New message in high-priority conversation
☐ Any new message in any conversation

Except:
☑ Messages I sent
☑ Auto-replies
☑ When I'm viewing the conversation

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Team Notifications

Team Activity
━━━━━━━━━━━━━━━━━━━━
☑ Team member goes offline during shift
☑ Unassigned queue reaches X conversations
☑ Team SLA breach warning
☐ Team member requests help
☐ Knowledge base updates

Threshold: [10 ▾] unassigned conversations

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System Notifications

System Updates
━━━━━━━━━━━━━━━━━━━━
☑ New features announced
☑ Scheduled maintenance
☑ Security alerts
☐ Template approvals/rejections
☐ Integration status changes

Delivery:
⦿ Email only
○ Desktop + Email
○ All channels

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Notification Grouping

Organize multiple notifications:
  • Smart Grouping
  • By Conversation
  • By Type
Automatically group related notifications:
Instead of:
• New message from Customer A
• New message from Customer B
• New message from Customer A
• New message from Customer C

Show as:
• 4 new messages
  └─ Customer A (2), Customer B (1), Customer C (1)
Click to expand and see details

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Advanced Settings

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Notification Filters

Create custom notification rules:
1

Create Filter

New Notification Rule
━━━━━━━━━━━━━━━━━━━━━
Name: VIP Customer Alerts

Conditions:
• Contact has tag: "VIP"
• Priority: Any
• Status: Open

Actions:
☑ Desktop notification (sound)
☑ Email immediately
☑ SMS (if urgent)

Override DND: ☑ Yes
2

Priority Rules

Different handling by priority:
PriorityDesktopEmailMobileSound
Urgent✅ Always✅ Immediate✅ Alert🔊 Loud
High✅ Working hours✅ Batched✅ Silent🔈 Normal
Normal✅ If assigned☑️ Digest☑️ Optional🔇 Off
Low☑️ Optional☑️ Weekly❌ No🔇 Off

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Quiet Hours

Auto-adjust notifications by time: 
Quiet Hours Configuration
━━━━━━━━━━━━━━━━━━━━━━━━
Weekdays:
├─ 9:00 AM - 6:00 PM: Normal notifications
├─ 6:00 PM - 11:00 PM: Urgent only
└─ 11:00 PM - 9:00 AM: Critical only

Weekends:
└─ All day: Urgent only

Holidays:
└─ All day: Critical only

Critical events:
• System outages
• VIP customer issues
• @mention with "urgent" keyword

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Notification History

Review past notifications: 
Notification Center
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
[All ▾] [Today ▾] [Mark all read]

Today
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
● New message from Customer A    2m ago
  "When will my order ship?"
  [View] [Dismiss]

● @mention from Sarah            15m ago
  "Can you help with this?"
  [View] [Dismiss]

○ Conversation assigned           1h ago
  Support issue #789
  [View] [Dismiss]

Yesterday
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
...
Actions:
  • Click notification to open conversation
  • Dismiss individual notifications
  • Mark all as read
  • Clear old notifications

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Testing Notifications

Verify your notification settings:
1

Send Test Notification

Settings → Notifications → Test

Send test:
☑ Desktop notification
☑ Email
☑ Mobile push

[Send Test Notifications]
2

Verify Receipt

Check each channel:
  • Desktop: Should see browser notification
  • Email: Check inbox (also spam folder)
  • Mobile: Check phone notification tray
3

Troubleshoot Issues

If not receiving:Desktop:
  • Check browser permissions
  • Verify notifications enabled in OS
  • Try different browser
Email:
  • Check spam/junk folder
  • Verify email address correct
  • Check email provider not blocking
Mobile:
  • Check app permissions
  • Verify notifications enabled in OS
  • Check Do Not Disturb mode

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Best Practices

Start Conservative

Enable fewer notifications initially, add more as needed

Use Quiet Hours

Set boundaries between work and personal time

Prioritize Channels

Critical → Mobile, Important → Desktop, FYI → Email

Review Weekly

Adjust settings based on what works for you

Leverage Batching

Reduce interruptions with batched notifications

Test Changes

Always test after changing notification settings

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Next Steps

Contacts

Manage customer contact information

Settings

Configure other personal preferences

Team Collaboration

Collaborate with your team

Managing Conversations

Master conversation workflows