Teammate notifications for support

Control which support notifications you receive on desktop and email.

Written By Markus from Featurebase

Last updated 19 days ago

Overview

Notifications help you stay on top of customer conversations, ensuring you never miss an important support request.

Each teammate in your workspace can individually manage their desktop and email support notifications from Settings → Support → Notifications.


Email notifications

To ensure you never miss a conversation, you can receive email notifications every time a customer gets in touch. Or you can choose to get notified by email in specific situations - for example, when conversations are assigned to you or a team you’re on.

Good to know:

  • We wait 3 minutes before sending an email notification, once there has been no new reply

  • The email will contain all user messages

  • These notifications aren’t sent if the admin has already seen the reply in Featurebase

Tip: You can also reply to these notifications to respond to customers directly from your email inbox!


Desktop notifications

Sometimes you and your team will need to handle other tasks that take them away from the Inbox (e.g., investigating a bug). In these cases, we send you desktop notifications that appear in the top right corner of their screen.

  • You’ll only receive desktop notifications if you have a browser tab with Featurebase open

  • We wait 10 seconds before sending a desktop notification for every user message

  • Mentions are sent immediately via email and desktop notifications


Browser notifications

Messages in your active inbox also queue a notification blip sound in your browser to grab your attention.

  • Browser notifications are always sent immediately

  • Audio notifications trigger for all teammate messages, even if you're viewing the conversation

  • Browser tab alerts appear in all tabs. You must close each tab individually to make them disappear


Troubleshooting notifications

If you're experiencing any sort of desktop notification issues:

  • Check that notifications are enabled for conversations from Settings → Support → Notifications

  • Check that your computer allows banner notifications from your browser. For Mac you'll find this under System Preferences. For Windows, this is located under System → Notifications & Actions.


Can’t hear notifications?

If you’re not receiving notifications with sound, follow these steps for your browser: