Understanding Different Live Chat Notification Settings
Chat notification settings allow agents to personalize how and when they receive alerts based on their activity and role in a conversation. This guide explains each notification setting to help users configure their push alerts according to their needs.
Supported notification types
For each setting, you can choose to enable or disable the following notification channels:
- Email notifications
- Browser notifications
- In-app notifications
- Mobile app push notifications
How chat notifications are triggered
You will receive chat notifications based on the following chat events:
- New replies and notes while offline - When a message is received while the agent or the customer is offline
- You’re mentioned in a chat - When another agent mentions you in a chat conversation
- New conversation starts - When a message or private note initiates a new conversation
- Conversation assigned to you - When a conversation is directly assigned to you
- Conversation assigned to your group - When a chat conversation is assigned to your agent group
- New replies in your conversation - When a customer sends a message in a conversation assigned to you
- New private notes in your conversation - When a private note is added to a conversation assigned to you
- New replies and notes in unassigned conversation - When customer messages or notes are received in a conversation with no assigned agent
The table below explains who receives notifications for each chat event and through which channels:
| Notification event | Recipients | Notification channels |
|---|---|---|
| New conversation starts | All global agents (if unassigned), or assigned group | Mobile, in-app, browser |
| Conversation assigned to me | Both previous and new assignee | Mobile, in-app, browser |
| Conversation assigned to my group | Members of previous and new group | Mobile, in-app, browser |
| I’m mentioned in a chat | Mentioned agents | Mobile, in-app, browser, email |
| New replies and notes while offline | Assigned agent, customer | |
| New replies in my conversation | Assigned agent (primary), else assigned group | Mobile, in-app, browser |
| New private notes in my conversation | Assigned agent (primary), else assigned group | Mobile, in-app, browser |
| New replies and notes in unassigned conversation | All global agents | Mobile, in-app, browser |
Note: If a conversation is assigned to a chatbot, the ‘New conversation starts’ notification will be sent for all global agents when the first message is received.
Where to manage chat notification settings
You can manage your chat notification preferences from your profile settings. This allows you to control when and how you’re notified, so you stay informed about important conversations without missing any updates.
To know more about how to manage your chat notifications settings, refer to this article.
