Inbox notification settings

In this article, you will learn:

How to enable inbox notifications?
List of available notifications alerts

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.
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. This is a default notification tone, you do not have the option to select a different tone.
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.
Click Save and save the changes.

note

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 assigned 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 chat tickets are transferred between agents
`{{requestedByName}}` added `{{agentName}}` as a collaborator on chat `#{{ticketId}}`	When one agent adds other agents as collaborators on a chat
`{{unreadCount}}` new messages on chat `#{{ticketId}}`	When new unread messages are received
`{{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 chats
Status updated from `{{fromStatus}}` to `{{toStatus}}` on chat `#{{ticketId}}` by `{{requestedByName}}`	When chat ticket status is updated
`{{requestedByName}}` added an internal note to chat `#{{ticketId}}`	When an internal note is added to the chat
Chat `#{{ticketId}}` is auto-closed	When 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 message 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}}`	When a video call is initiated
Video call ended on chat `#{{ticketId}}`	When a video call ends
Video call recording for chat `#{{ticketId}}` is now available on `{{url}}`	When call recording becomes available
Emails
You have a new message on email ticket `#{{ticketId}}`	When a new message is received on the email thread
`{{requestedByName}}` added `{{agentName}}` as a collaborator to email ticket `#{{ticketId}}`	When an agent adds another as collaborator on email
`{{requestedByName}}` removed `{{agentName}}` as a collaborator from email ticket `#{{ticketId}}`	When a collaborator is removed from an email ticket
`{{requestedByName}}` added tag `{{tag}}` to email ticket `#{{ticketId}}`	When a tag is added to an email ticket
`{{requestedByName}}` removed tag `{{tag}}` from email ticket `#{{ticketId}}`	When a tag is removed from an email ticket
`{{requestedByName}}` updated priority of email ticket `#{{ticketId}}` to `{{priority}}`	When the priority of an email ticket is changed
`{{requestedByName}}` updated status of email ticket `#{{ticketId}}` to `{{status}}`	When the status of an email ticket is changed
`{{requestedByName}}` added an internal note to email ticket `#{{ticketId}}`	When an internal note is added to an email ticket
`{{slaType}}` SLA is about to be breached for email ticket `#{{ticketId}}`	SLA reminder notification
`{{slaType}}` SLA breach on email ticket `#{{ticketId}}`	SLA escalation notification
`{{agentName}}` assigned to email ticket `#{{ticketId}}`	When a ticket is assigned to an agent
Group `{{group}}` assigned to email ticket `#{{ticketId}}`	When a ticket is assigned to a group
`{{agentName}}` from group `{{group}}` assigned to email ticket `#{{ticketId}}`	When a group agent is assigned an email ticket
Email ticket `#{{ticketId}}` was created	When a new email ticket is created
`{{msgCount}}` new messages on email ticket `#{{ticketId}}`	When new messages are received on an email thread

Configure inbox notifications​

List of notifications​

Configure inbox notifications

List of notifications