How Notifications Work for your Team

As your techs transition to using Inbox, they will encounter a number of different notifications from various places. This doc aims to explain the behavior of each type of notification they will encounter.

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Inbox Notifications (Desktop and Web)

When using Inbox, techs by default will get all notifications for all updates on all threads inside Inbox. These alerts are controlled at two levels: global sound toggles (per user) and a per-view notification preference (New threads, owner and mentions / Owner / @ Mentions / Off), configured by each user for each view they’re a member of. For the step-by-step of changing either, see How to Manage Your Inbox Notifications. One behavior worth calling out here: setting a view to Off not only mutes its notifications, it also disables swarm mode for live threads inside that view.

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The Notification Banner

The notification Banner appears at the top center of Inbox and comes in 2 variates, Live and Non-Live. Live threads will look like this And Non-Live threads will look like this: The main difference is the timer, as the Live-Chat request contains an SLA of 5 minutes.

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Desktop Notifications

Desktop notifications will appear based on your Inbox notification settings, as well as your OS notification settings. Desktop notifications will appear the same whether you are using the web version of Inbox, or the desktop version of Inbox. If you wish to mute system notifications entirely for Inbox, you can do that in your OS system settings the same way you do it for any other application.

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Admin Panel Controls

Before we go into how Slack and Teams notifications work, it is important to talk about some more global member notification settings that affect both. In the Thread Admin Panel in the members tab, each member has a notification setting that will affect what notifications they will receive from the bot in either Slack or Teams.

1. All - When this setting is selected, the member will get a notification for ALL threads that they are assigned to in Inbox, regardless if they were sent to MS Teams or Slack via a flow or not
2. Flow Only - When this setting is selected, the member will only be notified about threads that they are assigned to that are sent to MS teams or Slack via a flow
3. None - When this setting is selected, the member will not receive any “assigned” notifications from the bot in MS Teams or Slack

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Microsoft Teams Notifications

Teams notifications are based on the Teams Companion App that you integrate into your teams tenant. For more info on that integration, please see this doc. Once this integration is setup, your techs will begin to receive system notification from Microsoft Teams. They will be the same weather you are using the web or desktop version of teams.

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1. Notifications from the installed Teams Companion App

Once a tech is assigned to a thread as an owner or a member, they will begin to receive Teams notifications from the installed companion app. From here, when the thread can be viewed in the 1 on 1 conversation with the bot

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2. Notifications from a public teams channel

Once the Teams integration is setup in your workspace, you have the option to direct threads to a public Teams channel in your tenant via a flow in the thread admin panel. When a new thread is created, it will appear in the channel But after the thread gets an assigned owner, only that owner will get notifications about that thread.

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Slack Notifications

Slack notifications are based on the Slack Companion App that you integrate into your Slack tenant. For more info on that integration, please see this doc. Once this integration is setup, your techs will begin to receive system notifications from Slack regarding their thread. These notifications can come from 1 of 2 places.

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1. Notifications from the installed Slack Companion App

Once a tech is assigned to a thread as an owner or a member, they will begin to receive Slack notifications from the installed companion app. From here, when the thread is updated by the contact or another tech, the owner will be notified.

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2. Notifications from a public Slack channel

Once the Slack integration is setup in your workspace, you have the option to direct threads to a public Slack channel in your tenant via a flow in the thread admin panel. When a new thread is created, anyone in that channel will receive notification for new threads: But after the thread gets an assigned owner, only that owner will get notifications about that thread.

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Internal Notification FAQ