Notifications¶
Agents can choose how they hear about new activity, so nothing falls through the cracks between shifts.
Personal alerts¶
Each agent chooses their own alerts from their profile:
| Event | Slack DM | |
|---|---|---|
| Assigned a conversation | On | On |
| Customer replies | On | Off |
| Conversation reassigned away from you | Off | On |
Digest instead of real-time¶
Turn on Daily digest to receive one summary email instead of an alert for every event. Digests send at 8am in the workspace's configured time zone.
Workspace defaults¶
Admin access required
You need Owner or Admin access to change this setting. See roles and permissions for what each role can do.
New teammates inherit the workspace defaults until they change their own personal alerts. See roles and permissions for who can change the defaults.
Next steps¶
Once notifications are set up the way your team wants, review automations so routing and alerts work together instead of duplicating each other.