Push Notification Events in Live Chat
Push notifications in the Live Chat module help agents stay informed about new conversations, replies, mentions, and assignments. These notifications are controlled by a combination of personal notification settings and brand‑specific configurations. This article explains how push notifications work, what triggers them, and the conditions under which each notification type is sent.
How Notification Settings Work
Notifications in Live Chat are determined by two layers of configuration:
Personal Notification Settings
Each agent can enable or disable notification triggers for their account. Only the triggers enabled in personal settings will generate notifications.
Brand‑Specific Settings
Each brand can override or customize notification rules. If a brand does not have notification rules configured, the system uses the general default settings.
Notification Triggers and Conditions
Push notifications are sent only when the relevant trigger is enabled in personal settings. The table below outlines each supported event, the conditions under which it is triggered, and what the notification represents.
| Trigger | Condition | Description |
|---|---|---|
| When a new conversation starts | Send only for the first message and to all agents | Sends a notification when a new conversation begins. Only the first message triggers it, and it is sent to all agents regardless of assignment. |
| When new replies are added while offline | Applies only to the assigned agent of that conversation | Notifies the assigned agent when a new reply is added while they are offline. The agent receives the notification once they come back online. |
| When you are mentioned in a chat | Applies only to the assigned agent of that conversation | Sends a notification to the assigned agent when they are directly mentioned using @mention in the chat. |
| When a conversation is assigned to you or your group | Applies only to the assigned agent or group members | Notifies the agent or all members of the assigned group when a conversation is assigned to them. |
| When new replies or private messages are added to your conversation | Applies only to the assigned agent of that conversation | Alerts the assigned agent whenever new replies or private messages are added to a conversation they are handling. |
Verifying Your Notification Settings
To ensure you receive the correct push notifications:
- Navigate to Personal Settings in your BoldDesk agent portal.
- Review the list of available notification triggers.
- Enable the events you want to be notified about.
For step-by-step instructions, explore Configuring Notifications in Personal Settings.
Frequently Asked Questions
Q1. Who receives @mention notifications?
Only the assigned agent receives @mention alerts.
Q2. Can brand settings disable notifications for everyone?
Yes. If a brand disables a notification type, personal settings cannot re-enable it.
Q3. Do group assignment notifications go to all group members?
Yes, all members receive the notification unless they have disabled that trigger personally.
Q4. What happens if both personal and brand settings conflict?
Brand settings always take precedence. Personal settings apply only when the brand allows the notification type.
