Overview

Workspace notification settings apply to your entire team. They control default notification behavior, automatic escalation alerts, email digest schedules, Slack integration, and quiet hours. Only admins and owners can change these settings.

Note: Individual team members can override the default notification preferences in their own Personal Settings → Notifications. However, escalation rules and Slack notifications are workspace-wide and cannot be overridden.

Default Team Notifications

Navigate to Workspace Settings → Notifications. The first section lets you set default notification preferences for all team members:

• New conversation alerts — Notify when a new conversation is created
• Unassigned conversation alerts — Notify the team when a conversation has no assignee
• SLA breach alerts — Notify when response time exceeds the threshold
• Mention alerts — Notify when someone is @mentioned in an internal note

Toggle each setting on or off. These serve as defaults — individual members can customize in their personal settings.

Email Digests & Reports

Automatically send summary emails to your team:

• Daily digest — A daily overview of conversations, response times, and team performance. Set the send time (e.g., 09:00).
• Weekly report — A weekly summary with trends, leaderboard, and insights. Choose which day of the week to send.

Escalation Rules

Set up automatic alerts when conversations are not handled in time:

• Unassigned conversation escalation — Alert admins when a conversation stays unassigned longer than the specified number of minutes (e.g., 30 minutes).
• SLA response time — Alert when the first response takes longer than the threshold (e.g., 15 minutes).

These are workspace-wide and cannot be overridden by individual team members.

Slack Notifications

Connect your Slack workspace to receive alerts in a channel:

1. Create an incoming webhook in your Slack workspace settings
2. Paste the webhook URL in the "Slack Webhook URL" field
3. Toggle which events to send to Slack: new conversations, unassigned alerts, escalation alerts

Quiet Hours

Suppress non-urgent notifications outside of working hours for all team members:

• Enable quiet hours and set the start and end time (e.g., 22:00 to 08:00)
• During quiet hours, only critical alerts (like escalations) will be sent

Saving Changes

After making any changes, a "Save changes" button appears. Click it to persist your settings. All changes are stored in the database and apply immediately to the workspace.