---
description: "Notification Center — operator reference"
---

# 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](/en/notifications/how-to/enable-notification-center.md).
- 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)](/en/notifications/how-to/configure-notifications-instance.md).

## 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`) — 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](/en/notifications/how-to/configure-notification-type.md).
- **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.

### Banner notifications (toast)

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

- [How to configure a notification for an event type](/en/notifications/how-to/configure-notification-type.md)
- [How to link Telegram](/en/notifications/how-to/connect-telegram-channel.md)
- [How to link Viber](/en/notifications/how-to/connect-viber-channel.md)
- [How to set up browser push](/en/notifications/how-to/configure-browser-push.md)
- [How to test a channel](/en/notifications/how-to/test-notification-channel.md)

### Instance setup (administrator)

- [How to configure notifications for the instance (mandatory channels and types, bot and scenario)](/en/notifications/how-to/configure-notifications-instance.md)

### Using notifications

- [How to view notifications](/en/notifications/how-to/view-notifications.md)

## 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

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.