Agent notifications use workspace delivery settings and each agent's own notification preferences.
Configure email delivery
- Open Admin > Notifications > Email (
/admin/notification). - Enable notifications.
- Set SMTP Host, SMTP Port, TLS, Username, Password, Authentication Protocol, and From email address as required by your mail provider.
- Review advanced connection settings when the provider requires them.
- Click Save.
This SMTP configuration delivers team notifications. Customer email inboxes have separate connection settings under Admin > Channel > Inboxes.
Choose personal notification preferences
Open your account notification settings (/account/notifications). The page has In-app, Email, and Browser options for events such as assignment, mentions, reopened conversations, new replies, and SLA warnings or breaches.
Browser notifications also require browser permission. Enabling a workspace SMTP connection does not grant browser permission.
Live chat assignment alerts
Use an automation rule to assign a live chat conversation to an agent, or to a team using Round robin. Configure the intended recipient's notification preferences. Receiving a live chat message and assigning a conversation are different events.
See Automations and SLA policies and alerts.