Notifications and preferences

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Conversa Labs

Last updated on Sep 7, 2026

Overview

Notifications tell you what needs attention: new conversations, assignments, mentions, replies and module events. Each agent controls their own preferences, choosing where they want to be alerted:

In-dashboard: the notification list inside the platform, opened by the Notifications item in the sidebar.
Email: summaries and alerts in your inbox.
Push: alerts in the browser and/or the mobile app.

Where notifications show up

The same history is served by two screens, and both read the same notification list:

The list opened by the Notifications item in the sidebar (inbox icon), at /app/accounts/<id>/inbox-view. The unread counter next to the item comes from here.
The same list as a table, at /app/accounts/<id>/notifications. There is no sidebar link to it: the Go to Notifications shortcut in the command palette (Ctrl/Cmd + K) opens it, and a bug-report reply links to it with ?bug_report=ID.

Neither needs a special permission: both use the standard dashboard access set that every profile (Administrator, Agent, native role, or Enterprise role) already has.

Prerequisites

Being signed in with your user (preferences are per agent).
For browser push: allow notifications when the browser asks.
For mobile push: have the app installed and an active session.

Step by step

Open your profile and go to the notifications/preferences area.
Choose the events you want to be alerted about (e.g., new assigned conversation, mention, reply).
Select the notification channels for each event (dashboard, email, push).
If you'll use browser push, authorize notifications in the browser prompt.
Save and test by generating a conversation/mention to validate.

Settings & options

Per event: toggle each alert type individually.
Per channel: dashboard, email and push independently.
Default for a new member: no email alert comes turned on. A new agent only gets the push for conversations assigned to them; to receive emails, tick the events you want in the Email column and save.
Sound/visual: audible alerts and unread counters in the dashboard.
Per-agent preferences: each person tunes their own, without affecting the team.
Where preferences live: in your Profile → Settings (/profile/settings). It is the same address for every profile; there is no administrator version of that screen.
One checkbox per event and per channel: each event has an independent checkbox in the Email column and another in the push notification column, stored per agent and per account — if you work in more than one account, you tune preferences in each of them.
The list grows with the modules: besides conversation events (new conversation, assignment, new message in an assigned conversation, mention, and new message in a conversation you follow), there are events from Tasks, CRM, Payments, Calendar, Follow-up, Internal chat, Maestro, Sales, Team management, Message scheduling, and Bug reports.
The three SLA breach rows only show when the SLA feature is enabled on the account; without it they are removed from the list.

Use cases

Receive push only for conversations assigned to you.
Use email for an end-of-day summary and the dashboard for real time.
Make sure mentions always alert, even with the rest muted.

Tips, limits & best practices

Avoid turning everything on: too many notifications become noise and get ignored.
Prioritize assignments and mentions — usually what matters most.
If push doesn't arrive, start by checking browser/system permissions.

Troubleshooting

I don't get browser push: check the site's notification permission and that it isn't blocked at the operating system level.
I don't get emails: check spam, your profile email and that the event is enabled.
I get too many notifications: reduce events/channels in your preferences.
Preferences won't save: reload the page and try again; confirm you're signed in.
I clicked Notifications in the sidebar and did not get the table: that is the expected behavior — the sidebar item opens the list at /inbox-view. For the table screen, use Go to Notifications in the command palette.
A new event showed up turned off for everyone: events are added turned off. Turn on what matters in Profile → Settings; the preference is individual and is not inherited from the team.