Notification Center

The Notification Center lets you choose which events notify you and through which channels: bell notifications, banner (toast) notifications, sound (when enabled on the Channels tab), browser notifications (including push), and bot channels (Telegram, Viber, WhatsApp, eChat, email, and others — depending on what your administrator enabled for the instance).

Availability on the instance

The full Profile → Notifications screen (Notification Center) is shown only when the corresponding capability is enabled on your instance (administrator / platform settings). Step-by-step for root: How to enable the Notification Center on the instance.
If the Notification Center is not enabled, the profile shows a simplified screen: mostly browser and sound alerts with classic toggles, without per-event types and per-type channels as in the Center.
SLA and Normatives types are configurable in the profile like other NC types when Notification Center is enabled and SLA/normatives are configured on the instance.

The notification types page may show a message that some types are temporarily unavailable — this is expected until the related functionality is connected for your instance.

Defaults after the feature is turned on

After deployment or migration, users often get explicit default settings: usually Bell notifications and Banner notifications are enabled together for most event types. You can change them anytime in your profile.

SLA and normatives are not turned on automatically. A new operator (or anyone who has not saved settings for these types yet) does not receive SLA or normative alerts until they open Profile → Notifications → Notification types, enable the types they need, choose channels, and Save. If your administrator marks SLA or normative types as mandatory on the instance, those types stay on for everyone regardless of personal opt-in.

Where to open

Profile → Notifications
Or user menu → Settings → Notifications

Administrators configure instance-wide notification policy in Settings — see How to configure notifications for the instance (administrator).

Tabs on the Notifications screen

Channels — turn delivery channels on or off and verify them (bell, sound, browser, toast, bot channels, and so on).
Notification types — choose events and channels per type, search, bulk actions.
System messages in chat — service lines in dialogue history for Fast Line scenarios (this is not the same list as “notification types” in the bell).
Reminders — in-product reminders about availability (for example, a prompt to change your status when you are not ready to receive new chats). These are not delivery channels like the bell or browser; they appear in the interface to help you align with your work mode. Additional reminder options may appear here over time.

Notification types in the list (Notification Center UI)

Under Notification types, only events for which delivery is already wired through the notifications module are listed. Below are groups as in the UI (internal identifiers in parentheses).

Creation and messages

Ticket created (ticket_created)
Chat created (chat_created) — optionally limit alerts by topic: Chat creation: subject filter on Notification types (All subjects / Selected subjects, search, No subject, Clear). This type also has a Sound on auto-connect option — it appears only when auto-distribution is enabled on the instance and plays the Chat created sound the moment an operator is auto-connected to a dialog (sound only). Details: Configure a notification for an event type.
Comment (comment_created)
Message in ticket (ticket_message)

Changes

Ticket reassigned (ticket_reassign)
Chat reassigned (chat_reassign)
Chat transfer (send_transfer_chat)
Ticket closed (ticket_closed)
Ticket reopened (ticket_reopened)
Chat closed (chat_closed)
Ticket status name changed (ticket_status_name_changed)
Watcher added (watcher_added)
Subject changed (subject_change)
Ticket category changed (ticket_category_changed) — shown in the list but view-only while delivery for this event is still in development (the banner about unavailable types may refer to this row).

CSAT

CSAT received (csat_received) — the client left a dialogue rating; the notification shows the score.
CSAT received covers any rating score in one notification type (csat_received). A separate negative CSAT row is not shown in the list until a dedicated delivery type is released.

SLA

SLA expired (sla_expired)
Time in status exceeded (sla_time_in_status_exceeded)

These types are editable in the profile when Notification Center is enabled. They are off by default until you turn them on (see Defaults after the feature is turned on above). Alerts are sent only if SLA is configured on the instance and the corresponding event occurs.

Other SLA events (for example, SLA warning before a deadline) are still in development and do not appear in the list.

Normatives

Normative response warning (normative_response_warning)
Normative response overlimit (normative_response_overlimit)

These types are editable like other Notification Center types. They are off by default until you enable them in your profile. Events are delivered only when response-time normatives are configured on the instance.

What is not in the Center type list yet

Operator mention (operator_mentioned) and some other events may be handled in the system but are not listed here until Notification Center delivery is fully wired for them.
Classic events such as “new dialogue / new message” for sound alerts in the simplified profile mode (when the Notification Center is off) are covered by general sound/browser settings, not the NC type table.

Delivery channels

Bell notifications

Notifications in the header bell. Usually always on; immediate, no extra channel linking.

Pop-up notifications (often top-right). Duration, max simultaneous banners, and repeats can be set on the Channels tab.

Sound notifications

Available as a channel for notification types when sound is enabled on the Channels tab (or when an administrator marks the channel as mandatory). You can pick a melody per type when sound is selected.

Browser notifications

Single block for browser push subscription and browser permission checks; a test send may be available. Requires browser support and HTTPS in production.

Bot channels (Telegram, Viber, WhatsApp, eChat, email, custom channel, etc.)

Shown only if an administrator configured a bot and scenario for notifications and enabled the required channels. For email, the operator’s profile email is usually used (after saving in the linking block on Channels, if the instance requires it).

A separate email notifications block may show a message that the flow is still in development — that refers to a separate scenario; delivery via email as part of a configured bot channel depends on instance configuration and your profile email.

Instructions

Operator setup

Instance setup (administrator)

How to configure notifications for the instance (mandatory channels and types, bot and scenario)

Using notifications

How to view notifications

Recommendations

For operators

New tickets / chats: bell + banner so you do not miss the event.
Reassignment / transfer: bell + banner; add an external channel (Telegram, etc.) if enabled.
CSAT / SLA / normatives: banner and external channels depending on severity; for SLA and normatives, ensure the corresponding modules are configured on the instance.

How not to miss important notifications

Combine several channels for critical events (for example, SLA).
Enable an external channel (Telegram/Viber) if it is available and linked.
Check browser permissions and push subscription.

How to reduce noise

Turn off unnecessary event types or leave only the bell for secondary events.
Adjust banner duration and repeats on the Channels tab.