How Agents Can Manage Notifications in Live Chat
BoldDesk offers multiple notification options to help agents stay updated on chat conversations. You can receive notifications on devices such as computers, laptops, or mobile devices that are logged in to your BoldDesk account. Please note that when a new chat is initiated, agents will receive a notification along with a sound alert to promptly respond.
Types of Notifications
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Email Notifications – Receive chat updates directly in your inbox when you are offline.
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Browser Notifications – Get real-time alerts in your web browser. Explore further instructions about How to Enable Browser Notifications on Windows and Mac.
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In-App Notifications – View notifications within the BoldDesk application. Explore further instructions about Getting Started with BoldDesk Notifications.
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Mobile App Push Notifications – Receive instant push notifications on your mobile device. Explore further instructions about Managing Notification in Mobile App.
Additionally, agents in the chat module will hear a notification sound for all new messages.
Configuring Notifications in Personal Settings
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Go to Profile Icon > View Profile & Settings > Notifications.
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Under the Chat tab, enable or disable notifications for specific events.
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If applicable, select a Brand from the dropdown to configure brand-specific notifications.
For additional details, explore more instructions about How to Configure Notification Settings in BoldDesk.
Configuring Email Notifications (Admin Settings)
Admins can manage email notifications for all chat conversations:
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Navigate to Settings > Chat > Email Notifications.
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Enable or disable email notifications for various events as indicated in the image below. This will affect all conversations within the brand.
FAQs
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Can I set different notification preferences for different brands?
Yes. If your portal uses multiple brands, the Brand dropdown allows brand-specific notification configuration in both Personal and Admin Settings. -
Does BoldDesk allow customizing notification sound types?
No. BoldDesk currently offers only the default notification sound and does not support uploading custom sound files. -
Do chat notifications appear if an agent is marked as Offline?
Yes. Offline agents still receive email notifications, but in-app and browser notifications depend on their login state. -
Can admins disable all chat notifications for specific agents?
No. Admin settings control brand-level email notifications. Individual agents manage their personal notification preferences. -
Are chat notification logs available for reporting?
BoldDesk does not currently provide a dedicated notification log report. Activity history remains accessible within Chat and Agent Reports, depending on the event type.
