Notifications & what customers see

Get alerted about the right things — only the right things — and understand the other side of every conversation so you handle it better.

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How Inbox notifications layer together

• Global (per user): two sound toggles — new message on your assigned threads, and new thread.
• Per View (per user): All (new threads + messages on threads you own/are on + mentions), Owner (your threads + mentions), Mentions (only @-mentions), or Off (also disables Swarm Mode for live threads in that View).
• The notification banner: appears top-center only when a new, unassigned thread arrives. Live-chat banners include the 5-minute SLA countdown; non-live banners don’t.
• Desktop notifications: follow your Inbox settings plus your OS settings — identical on web and the desktop app.

Full detail: managing your Inbox notifications.

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Slack & Teams companion apps

If your team runs the companion app, you’ll also get notifications inside your chat tool:

• 1:1 bot messages — once you’re assigned to a thread, the bot notifies you of updates, and you can view and work the thread right from that conversation.
• Public channels — Flows can route threads into a public Slack/Teams channel. Everyone sees new threads; once a thread has an owner, only the owner keeps getting its notifications.
• Volume control — your admin sets a per-member level: All, Flow Only (recommended), or None.

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What your customers see

Customers reach you through Messenger — embedded in Microsoft Teams (the Service App), Slack, a desktop app, or a web widget. Two buttons shape their expectations:

• Chat — starts a live chat with a 5-minute response SLA. These customers are waiting; when the banner fires with a countdown, this is why.
• Request — a standard, email-paced request. No live timer, but responsiveness still drives their sentiment score.

Customers get notified when their request is created, when a tech is assigned, and on every reply you send. Outside your configured business hours, Messenger shows an after-hours message so expectations are set automatically. More in the Messenger overview and how notifications work externally.

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You’ve finished the tour

Head back to the Technician hub for the 30-day adoption ramp, your daily ritual, and the pro-tips FAQ — or jump straight into the Skill Library and search for any task.