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).
  • 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.
  • Additionally, the administrator can turn on extended settings for CSAT types (including negative rating), SLA, and normatives: while this is off on the instance, the corresponding rows in the type list may be view-only (not editable).

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. You can change them anytime in your profile.

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

  1. Channels — turn delivery channels on or off and verify them (bell, sound, browser, toast, bot channels, and so on).
  2. Notification types — choose events and channels per type, search, bulk actions.
  3. 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).
  4. 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)
  • 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)

CSAT

  • CSAT received (csat_received) — the client left a dialogue rating; the notification shows the score.
  • Negative CSAT (csat_negative) — a separate row in the category; channel editing is available only when extended settings for such types are enabled on the instance. Actual delivery of the score is aligned with product logic to avoid duplicate notifications for the same event.

SLA

  • SLA breached (sla_expired)
  • Time in status exceeded (sla_time_in_status_exceeded)

Other SLA events (for example, warnings before a deadline) may still be in development and not appear in the list until they are connected.

Normatives

  • Normative response warning (normative_response_warning)
  • Normative responses over limit (normative_response_overlimit)

Editing channels for normatives depends on instance settings (see above).

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)

Using 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; confirm with your administrator whether extended types are enabled on the instance.

How not to miss important notifications

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

How to reduce noise

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