All docs Inbox and team
Notifications
Your own email and desktop notifications, Slack messages for every handoff, and the monthly results digest.
Settings → Notifications. Every team member sets My notifications; Owners and Admins also manage Slack and the digest.
My notifications
Each member chooses for themselves, separately in each organization.
Notify me about
- All conversations: every conversation that waits in the queue for a person, and every conversation assigned to you. The default for Owners and Admins.
- Only conversations assigned to me: a conversation assigned to you, and a new customer message in it. The default for Agents.
How
- Email (on by default): sent to your sign-in address. A conversation assigned to you by a teammate names who assigned it. When the customer writes again in your conversation, you get an email only while you are away from the dashboard, and at most one every 10 minutes per conversation. The email has a link to the Inbox; the customer's message stays in the Inbox.
- Desktop notifications (on by default): shown while the dashboard is open in a browser tab, also when the tab is in the background. Click Allow in this browser once on each computer. If the browser blocks notifications for this site, allow them in the browser's site settings. Click the notification to open the conversation.
You never get a notification for a conversation you took yourself. Reminder emails are sent when a follow-up is due.
Slack
Post a message to a Slack channel for every handoff (Owners and Admins):
- In Slack, create an incoming webhook for the channel.
- Paste its URL (
https://hooks.slack.com/services/…) into Slack incoming webhook URL and click Save. The URL is stored encrypted. - Click Send a test message to check it.
Leave the field empty and save to turn Slack notifications off.
Monthly results digest
Send the monthly digest (on by default): on the 1st of each month, Owners and Admins get an email with last month's conversations, AI resolutions, hours saved, customer satisfaction and the top unanswered questions. Every email has an unsubscribe link.
Handoff notifications are one of the checks on the Go-live checklist.