The principle
A notification is an interruption. It has to earn that — otherwise people switch it off, and then it is missing in the one case where it would have counted.
Where notices arrive
- In the browser. A card in the inbox, even when the window is in the background.
- As a system notification. If you allowed it in your browser.
- By email. For cases that count even when nobody is at a screen.
When you are NOT notified
Two rules create quiet, and both are deliberate:
- You have the conversation open. Then no notice — you can see it. It is enough that the tab is visible; it does not need focus.
- The conversation belongs to a colleague. If it is assigned, only that person is notified. Otherwise five people jump on the same request.
What you can configure
Separately per type: new message, waiting live chat, new ticket, new lead, system notices. Sound on or off. And for email, from which urgency level.
Urgent cases
When a customer asks for a person and nobody is online, an email goes out with [URGENT] in the subject. This is the one notification I would never switch off — it is the difference between a lost customer and one who has an answer the next morning.
When nothing arrives
- Blocked in the browser. System notifications need your permission; once you declined, the browser will not ask again. You change that in the browser's site settings, not with us.
- Mails do not arrive. Check the spam folder and whether the address in your profile is correct.
- Nothing at all. The conversations are probably assigned to somebody else — see the second quiet rule above.