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At the end of this page, the right conversations alert you on the right devices, and nothing else does.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • You need a live-chat seat. Without one, the Preferences page shows the notice “Composer and notification preferences need a livechat seat” and a Manage seats button. See Live-chat overview and seats.
  • Notifications cover conversations that a human agent handles. A conversation the agent still handles alone does not raise them. See Assignment and availability.

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What raises a notification

Five events create a notification in your inbox. Each event also has an email checkbox and a push checkbox in the preferences matrix described below. Your own actions never notify you. Snoozed conversations do not raise notifications until they wake.

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Read the notification inbox

The Notifications row sits at the bottom of the views rail on the Conversations screen, above Settings. A red badge shows your unread count and caps at 99+. The rail itself is described in Work the inbox.

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The Notifications popover

Selecting the row opens a popover headed Notifications with your ten most recent notifications. Each row shows who acted, the event label, and how long ago it happened. Selecting a row opens that conversation and marks the notification read.

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The Notifications page

The page also opens from Notifications in the Conversations settings sidebar. When you arrive from the popover, a Back arrow returns you to the inbox.
Notifications page in Conversations settings with the All and Unread tabs and the empty state No notifications yet
The header repeats the unread badge, capped at 999+, next to a Mark all read button. Two tabs split the list, All and Unread, and the Unread tab carries the count. Rows group by day under Today, Yesterday, Last 7 days, and Older, with a Load more button at the end. Hover an unread row to reveal a Mark read button. Selecting the row itself opens the conversation.

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Open your notification settings

1

Select Settings at the bottom of the views rail

The Conversations settings open on the Preferences page.
2

Scroll to Notification Alerts & Triggers

The section holds the push card, the sound controls, and the preferences matrix.
Every change saves at once and shows the toast “Your settings have been saved successfully”.
Notification Alerts & Triggers section on the Preferences page with the push card, audio controls, alert events, alert conditions, and the notification preferences matrix

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Enable browser push

Push is enabled per browser, so repeat these steps on each device you work from.
1

Find the Push notifications for this browser card

Its description reads “Show desktop notifications on this device.”
2

Turn the toggle on

The browser asks whether this site may show notifications. Choose Allow.
3

Confirm the card text changed

It now says desktop notifications are on for this browser.
If you dismiss or block the browser prompt, the toast Permission denied appears. Its text reads “Enable notifications in your browser settings.” Allow notifications for the dashboard site in your browser, then turn the toggle on again. Turning the toggle off removes this browser from push delivery. Push checkboxes in the preferences matrix only take effect on browsers where this toggle is on.

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Configure sound alerts

Sound alerts play inside the dashboard tab. If you keep several dashboard tabs open, only one of them plays the sound.

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Turn sound on and pick a sound

1

Turn on the Audio notifications switch

Its description reads “Play a sound when a new message arrives.”
2

Open Choose a sound in the Audio alerts card

Pick Bell, Chime, Ding, Ping, Magic, or Drumroll. The sound plays once when you pick it.
3

Select Test to hear it again

Two messages can replace the sound. Both are explained below.
The message “Browser blocked autoplay. Click anywhere first, then try again.” means the browser needs an interaction first. The message “Could not load sound. Try a different one.” means the sound file did not load. Browsers that block autoplay also show a floating banner on the Conversations screen: Notification sounds blocked, with the hint “Enable autoplay in browser settings to hear alerts”.

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Choose which conversations make a sound

The Alert events for conversations card holds three checkboxes. Only My assigned conversations is on by default. A new assignment to you always plays a sound, whatever these checkboxes say.

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Set alert conditions

The Alert conditions card holds two more checkboxes. Some situations stay silent whatever you set. No sound plays for the conversation you have open in a focused tab. No sound plays while your availability is Busy or Offline, or for resolved, abandoned, and snoozed conversations. A conversation that the agent controls again stays silent too. New assignments are the one exception in each case.

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Pick email and push per event

The Notification preferences card at the end of the section is a matrix. Its description reads “Pick which channels alert you for each event.” Each row is one of the five events, and the two columns are Email and Push notifications. By default only A conversation is assigned to you is checked, in both columns. Check the combinations you want. For example, a human agent who covers the queue at night might check two boxes. Check Email for A new conversation is created, and Push notifications for You are mentioned in a conversation. Email goes to the address on your account. Push reaches only browsers where you turned on the push toggle.

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Mute one conversation

Muting silences sound alerts for one conversation on your account. It does not change assignment, status, or what other human agents hear.
1

Open the Conversation actions menu on a card

Hover the card in the conversation list and select the kebab menu.
2

Select Mute

The same menu later shows Unmute to restore the sound.

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Verify

Ask a member to mention you with @ in a private note. The Notifications badge increments, the row shows the Mention label, and selecting it opens the conversation. If you enabled push and sound on this browser, both fire as well.