Inbox notification settings
In this article, you will learn:
All the Inbox updates will be sent to you based on your role (Inbox admin/agent). These alerts will be available on the Notifications tab, and they can be helpful to keep a close eye on Inbox activities. The type of notifications that must be displayed on this tab can be configured from the Notification settings.
Click here for more details on Notifications.
Configure inbox notifications
Follow the below steps to configure notifications:
Log in to the platform. Open Settings.
Search and select Inbox > Notification.
You can configure notifications for AGENT, SUPERVISOR, and ADMIN. Click the respective tab.
- To configure Inbox admin notifications, go to the Admin tab.
- To configure Inbox admin notifications, go to the Admin tab.
Select Enable notifications toggle to receive alerts in the upper right corner of your screen.
Notification tone is the sound that the Inbox user will hear when an alert is received.
You can configure alerts for Ticket notifications and Chat notifications. Double-click and open the required option.
Select the checkboxes next to the updates to receive notifications about them. You can select all the updates.
- In the below example, Priority updates, Tags related changed on the email tickets will not be notified/displayed on the notification tab.
- In the below example, Priority updates, Tags related changed on the email tickets will not be notified/displayed on the notification tab.
Click Save and save the changes.
Notifications are not in real-time, so delays are expected. When a new chat is assigned to an agent, it will be added to the agent's chat list, and a notification sound will play. This will only occur when the user is on the chats page and has configured the permissions.
List of notifications
You will start receiving notifications on the notifications tab. Following is a list of the common inbox notifications and their descriptions:
| Notification | Description |
|---|---|
| Chats | |
| {{agentName}} is assigned to chat (#{{ticketId}}) | When a new chat is assignment to an agent |
| Ticket #{{ticketId}} was created and moved to {{status}} | When new chat tickets get created with a status other than assigned |
| Ticket #{{ticketId}} was transferred from {{oldAgentName}} to {{newAgentName}} | When the chat tickets are transferred between agents |
| {{requestedByName}} added {{agentName}} as a collaborator on chat (#{{ticketId}}) | When one agent adds other agents to his chat as a Collaborator |
| {{unreadCount}} new messages on chat (#{{ticketId}}) | When a new set of unread chat messages are received, message count is notified |
| {{requestedByName}} added tag {{tag}} to chat #{{ticketId}} | When new Tags are added to chats |
| {{requestedByName}} removed tag {{tag}} from chat #{{ticketId}} | When Tags are removed from the chats |
| Status updated from {{fromStatus}} to {{toStatus}} on chat (#{{ticketId}}){{requestedByName}} | When the status of a chat ticket is updated |
| {{requestedByName}} added an internal note to chat (#{{ticketId}}) | When a New internal note is added to the chat |
| Chat #{{ticketId}} is auto-closed | When the chats are Auto-closed |
| {{requestedByName}} removed collaborator {{agentName}} from chat #({{ticketId}}) | When a Collaborator is removed from a chat |
| You have a new message on chat #({{ticketId}}) | When a new messages is received on the chat |
| {{reopenedBy}} reopened chat #{{reopenedFrom}} now available on chat #({{ticketId}}) | When a chat ticket is reopened |
| Video call | |
| {{userName}} joined a video call on chat {{ticketId}} | When someone joins a video call |
| {{userName}} left a video call on chat {{ticketId}} | When someone leaves a video call |
| Video call started on chat (#{{ticketId}}) | Video call start- notification is received when a video call is initiated (when the ticket is raised) |
| Video call ended on chat (#{{ticketId}}) | Video call end- notification is received one minute after everyone (agent+customer) leaves the call (when the ticket is open) |
| Video call recording for chat {{ticketId}} is now available on {{{url}}} | After the video call, the call recording is generated, and its status is notified |
| Emails | |
| You have a new message on email ticket #({{ticketId}}) | When a new messages is received on the email thread |
| {{requestedByName}} added {{agentName}} as a collaborator to email ticket #({{ticketId}}) | When one agent adds other agents to his email ticket as a Collaborator |
| {{requestedByName}} removed {{agentName}} as a collaborator from email ticket #({{ticketId}}) | When the agent removes other agents from his email ticket as a Collaborator |
| {{requestedByName}} added tag {{tag}} to email ticket #({{ticketId}}) | When new Tags are added to the email ticket |
| {{requestedByName}} removed tag {{tag}} from email ticket #({{ticketId}}) | When Tags are removed from the email ticket |
| {{requestedByName}} updated priority of email ticket #({{ticketId}}) to {{priority}} | When the Priority of email ticket is changed |
| {{requestedByName}} updated status of email ticket #({{ticketId}}) to {{status}} | When the status of email ticket is changed |
| {{requestedByName}} added an internal note to email ticket #({{ticketId}}) | When a new Internal note is added to an email ticket |
| {{slaType}} SLA is about to be breached for email ticket #{{ticketId}} | SLA reminders |
| {{slaType}} SLA breach on email ticket #{{ticketId}} | SLA escalations |
| {{agentName}} assigned to email ticket #{{ticketId}} | When a Ticket gets assigned to an agent |
| Group {{group}} assigned to email ticket #{{ticketId}} | When a Ticket gets assigned to a group |
| {{agentName}} from group {{group}} assigned to email ticket #{{ticketId}} | When a Ticket gets assigned to an agent in a group |
| Email ticket #{{ticketId}} was created | When New email tickets get created |
| {{msgCount}} new messages on email ticket #({{ticketId}}) | When a new set of messages are received on an email thread, message count is notified |