Notifications and announcements
The bell and system notifications, announcements owners and admins send the team (to everyone or some people, urgent ones must be acknowledged, optionally told to the AI), and email and desktop notification settings.
The bell and the notifications page
The bell at the top right of the console shows how many notifications you haven't read. Open it for the latest few; clicking one marks it read and takes you to where it needs handling. "See all" opens the notifications page (/app/notifications), where you can show unread only, filter by kind, or mark everything read.
Everyone sees only the notifications sent to them, and read or unread is per person: reading one doesn't mark it read for your colleagues.
What you're notified about
| Kind | When | Who gets it |
|---|---|---|
| Approvals | A refund, compensation, replacement, exchange, address change or cancellation is over a limit or needs approval | Owners and admins, except the person who asked. Once approved or rejected, it's marked read for everyone |
| To do | A replacement, exchange or by-hand order change needs the team (for example "awaiting return" or "to ship") | Every member |
| SLA | A customer has waited for a person longer than your first-response time | Owners, admins and the agent handling the conversation |
| The AI | The breaker lowered the AI's level for a kind of question; automatic refunds or compensation were frozen; a release was blocked by the evaluation or failed | Owners and admins (release results also go to whoever published) |
| Knowledge | The conflict check found articles that contradict each other | Owners and admins |
| Billing and usage | Usage close to a limit, a failed payment and similar | Owners and admins |
| Team | Someone joined the workspace | Owners and admins |
Each event notifies once; a workflow retrying doesn't notify again.
Email and desktop notifications
Every notification appears under the bell. Some also come by email, and each person turns that on or off per kind under Account settings → Notifications. By default SLA, the AI, billing and usage, and announcements come by email (important and urgent announcements only: normal ones are never emailed, urgent ones always are); the rest stay in the console.
On the same page you can turn on Desktop notifications on this computer; your browser will ask for permission. Once on, while the console is open, important and urgent notifications pop up as system notifications, and clicking one takes you straight there. The setting applies to this browser only. If your browser already blocks notifications from the site, allow them in the browser's site settings first.
Announcements
Owners and admins can tell the team something under Manage → Announcements (/app/announcements): a courier stopping, a temporary policy, promotion wording, an outage, a rota change.
Who gets it: everyone, some teams, some people, or by role (owners / admins / agents). Once you've chosen, you'll see how many people it goes to. Recipients are fixed when it goes out; people who join later don't get it.
How urgent:
| Level | What colleagues see | |
|---|---|---|
| Normal | The bell and the notifications list | Never |
| Important | Also a banner at the top of the console until they click "Got it" or read it | Per each person's settings (on by default) |
| Urgent | A dialog when they open the console that stays until they click "I've read this"; shown above the inbox reply box until it expires | Always, can't be turned off |
Schedule and expiry: send later (up to 90 days ahead, in your computer's time zone), and set an expiry (1 / 3 / 7 / 30 days or a time you pick); it leaves everyone's list when it expires. You can pin it.
Read and acknowledged: each announcement shows "Read x/y" ("Acknowledged x/y" for urgent ones). Open it to see who hasn't read or acknowledged yet; "Remind them" emails those people again (at most once an hour per announcement).
Withdraw: withdrawing removes it from everyone's list; the record stays on the announcements page.
Languages: an announcement is kept in the language you wrote it in. Colleagues using another console language see a machine translation (using your glossary) with "show original" next to it.
Tell the AI too
Tick Tell the AI too to also add a draft knowledge entry (you can edit its text separately; write it as facts customers may be told). It must have an expiry: when it expires, or when the announcement is withdrawn, the entry leaves search automatically (the knowledge base shows it as "Expired" and keeps the text).
If the workspace hasn't published yet, the AI uses it straight away; if it has, publish once under Releases for the AI to use it with customers.
Markets (several countries and currencies)
When one workspace serves several countries, give each market its own currency, hours, team, store policy and limits; anything left empty follows the workspace.
Learning center
Train your agents on your own knowledge base, store policy and quick replies: courses, AI-drafted questions you review, quizzes, role-play practice with an AI customer, team progress and a certification gate.