Alerts and team bots
Never miss a new conversation or ticket: in-app alerts, desktop notifications, mobile push, email, and posts to your team chat.
Personal notifications
In "Notification settings" in the avatar menu at the bottom left, each support agent can choose:
- This device: notification sound, unread count on the browser tab, desktop notifications.
- Mobile push: After adding the admin console to your phone's home screen, you can receive push notifications.
- Email notifications: Emails when a conversation is assigned to you or a ticket is about to expire.
Group bots
In "Bot settings → Group bots", you can send important events to team groups:
- New tickets and after-hours messages
- Customers waiting in the queue for more than 5 minutes without an agent responding
- Tickets nearing their due time or already overdue
- Negative customer reviews
Supports WeCom, DingTalk, Feishu, Slack, and Telegram. After adding, click "Send test" to confirm the group can receive them; each event type can be turned off separately.
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