Notifications & Alerts
Get notified about the things that matter to you.
Deliver in-app and email notification
When a CRM event occurs (e.g. lead assigned, ticket escalated, deal won), the system delivers real-time in-app notifications and optional email/SMS/push notifications based on a configurable event matrix.
Manage notification preferences
A user customizes which notification channels (Email, SMS, Push) they receive for each event type. In-App is always on.
Admin configures global notification settings
An administrator configures global notification settings: SMTP, SMS provider, default channels per event, and mandatory (always-on) channels.
Notify an operator that a conversation has been assigned to them
When a conversation becomes an operator's responsibility — through automatic distribution, rule-based allocation, a Supervisor's manual assignment, or the conversation returning to its previous operator — the platform notifies that operator so they know to pick it up.
Notify an operator that a conversation has been transferred to them
When a colleague or the AI Assistant hands a conversation to a human, the receiving operator is notified with a "transferred to you" message that names the previous responsible party. A Supervisor's take-over instead notifies the operator who lost the conversation ().
Notify the responsible operator that a follow-up has fallen due
When a scheduled follow-up reaches its due time, the platform notifies the follow-up's owner (normally the conversation's responsible operator), sets the conversation's status to *Follow-up* and highlights it in the Due view — without marking it unread.
Notify an operator that a waiting conversation has been reactivated
A conversation in *Waiting for Customer* or *Resolved* status receives a new customer message and reopens; the operator it returns to is notified that the customer is active again.
Notify administrators of a channel connection problem
When a connected channel stops working, every user who administers channels is notified once, and stays notified only until the connection recovers.
Redirect later notifications to the current responsible user after a transfer
Once a conversation has been transferred, every notification that fires afterward — a new message, a due follow-up, a reactivation — goes to the current responsible user, never to whoever held it before.
Redirect a follow-up when the responsible operator no longer has access
A follow-up falls due for an operator who can no longer act on it — deactivated, moved out of the conversation's scope, or stripped of the permission — so the platform redirects it to their Supervisor, or, if none is available, leaves it visible in the shared Inbox instead of notifying nobody.