Notification Preferences
Configure your notification settings — message sounds, call sounds, desktop notifications, mobile push, and email notifications with granular controls per category.
Accessing Notification Settings
Click Settings (gear icon) in the sidebar → Personal settings → Notification Settings tab. This page lets you control exactly how and when you're notified about new activity. To update your profile and display name, visit Profile & Theme Settings.
Notification Categories
There are 6 notification categories, each with multiple options:
🔔 Message Sound
Controls the sound played when a new message arrives.
| Option | Description |
|---|---|
| Assigned + Unassigned | Sound for all conversations, whether assigned to you or not |
| Assigned Only | Sound only for conversations assigned to you |
| All | Sound for every message in every conversation |
| None | No message sounds |
A "🔊 Test" button lets you preview the notification sound.
💬 In-App Message Notifications
Shows a notification card in the bottom right of the dashboard when a new inbound message arrives. In the settings this is called In-App Message Notifications.
| Option | Description |
|---|---|
| Show for all incoming messages | A notification card for every new message |
| Show for contacts assigned to me or unassigned contacts | Only for your conversations and conversations without an agent |
| Show for contacts assigned to me only | Only for conversations assigned to you |
| Don't show in-app notifications | No notification cards |
Under Show notifications per channel you then choose which channels show a notification card: Email, WhatsApp, SMS, Messenger, Instagram, Website Chat, Voice and Returnless. If you switch off Email, for example, you still get cards for WhatsApp but not for new e-mails.
When the AI agent handles a conversation, no notification card appears. See Conversations handled by the AI agent below.
📞 Call Sound
Controls the sound played when a call comes in (WhatsApp voice calls).
| Option | Description |
|---|---|
| Assigned + Unassigned | Ring for all calls |
| Assigned Only | Ring only for calls in your assigned conversations |
| All | Ring for every call |
| None | No call sounds |
Also includes a "🔊 Test" button.
🖥️ Desktop Notifications
Controls browser-based desktop notifications (pop-up alerts in the corner of your screen).
| Option | Description |
|---|---|
| All + Mentions | All conversations and @mentions |
| Assigned + Mentions | Only assigned conversations and @mentions |
| Mentions Only | Only when you're @mentioned |
| None | No desktop notifications |
Note: Browser notifications require your browser's notification permission. If not yet granted, a prompt will appear asking you to allow notifications.
📱 Mobile Push Notifications
Controls push notifications on your mobile device (when the mobile app is installed).
| Option | Description |
|---|---|
| All + Mentions | All conversations and @mentions |
| Assigned + Mentions | Only assigned conversations and @mentions |
| Mentions Only | Only when you're @mentioned |
| None | No mobile push notifications |
Additional option: "Only send when offline" checkbox — only sends mobile push notifications when you're not active in the web app.
📧 Email Notifications
Controls email digest notifications for activity in your conversations.
| Option | Description |
|---|---|
| Assigned + Mentions | Email for assigned conversations and @mentions |
| Mentions Only | Email only when you're @mentioned |
| None | No email notifications |
Conversations handled by the AI agent
As long as the AI agent is handling a conversation, you get no pop-up or push notification for each customer message. You're only notified when a person is needed, for example because the customer asks for a team member or the AI can't answer.
Reminder: 1 hour left to reply
On WhatsApp, Messenger and Instagram you can only reply freely for a limited time. About 1 hour before that reply window closes on an unanswered conversation, you get a reminder:
- If the conversation is assigned to you, you get a notification in the bell and a push notification saying you have 1 hour left to reply to that customer.
- If the conversation is unassigned, the whole team gets the notification.
You get this reminder once per customer message. Click it to open the conversation. Read more in Reply windows: 24 hours and 7 days.
Broken connection
If the connection with WhatsApp, Messenger, Instagram or a Gmail or Outlook mailbox stops working, you'll see a red bar at the top of the dashboard "… has stopped working" with the button Reconnect. The bar stays until the connection works again.
- You get one notification in the bell per broken connection (not a new one every day).
- Owners and admins also get an e-mail, at most once a week while the connection stays broken.
- These notifications are in the workspace language.
Saving Preferences
Notification preferences are saved automatically when you change a setting. No save button needed — changes take effect immediately. For a complete overview of the platform, see our dashboard guide.