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Control notifications

Last Update: Oct 2024 • Est. Read Time: 3 MIN
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Notifications allow you to be alerted when a message comes in. You can designate whether you want to receive notifications within Kustomer, through an email, or both. You can also customize notifications for the channels that are most important to you.

You can customize your notification preferences for events that occur in the:

  • Timeline (like channel messages, conversations, notes, and timeline objects)
  • System Events (like app updates)

In this article

Customize your notifications

You can access your notification settings from the Notifications page.

To customize your notifications:

  1. Go to Settings> Personal > Notifications.
  2. Use the tabs at the top of the page to switch between Timeline and System Events.
  3. Locate the desired event or channel, and use the drop-down menus under In-app notifications and Email notifications to change settings as preferred.

There are three frequency options for in-app and email notifications:

  • Always sends a notification every time.
  • When logged out only sends a notification when you are signed out of Kustomer and cannot receive web notifications. This includes times when you are exited out of the app due to inactivity.
  • Never will not send a notification under any circumstance.

In-app notifications will briefly pop up in the lower-left corner of the screen and also show as badge count on the Notifications icon in the sidebar.

Select Notifications  in the toolbar to open a panel showing all your unread notifications. To clear the badge count, select Mark All Read.

Supported notification channels

You can customize notifications for inbound messages on the following messaging channels:

  • Amazon Connect
  • Chat
  • Email (Postmark) - Notifications sent on behalf of Kustomer have a maximum of 50 email recipients at a time
  • Facebook
  • Forms
  • Gmail
  • Twilio
  • Twitter
  • WhatsApp

Browser pop-up notifications

In-app notifications are shown within Kustomer. If your browser is configured to allow pop-up notifications, you can also receive notifications for Kustomer events based on the in-app notifications setting. You can set this up by allowing notifications for a specific site per the instructions provided by your web browser.

Add sound notifications

By default, sound notifications are not activated on any channel. You can opt into audio notifications on all of the following types of events:

  • New message (sound can be customized per channel)
  • I'm assigned to a conversation
  • I'm mentioned in a note
  • A team I'm on is mentioned in a note

To set a sound notification, select the drop-down menu next to the channel for which you want a sound notification. You can preview a sound by selecting Play Sound .

To turn off sounds for a channel or event, select the red X icon to clear the current setting.

Note: You may also need to grant your browser adequate permissions to access and play sounds from Kustomer to hear audio notifications. Below are instructions on how to change your site permissions for the following browsers:

Default notification settings

New users in Kustomer have a set of initial default notification options to be used as a starting point, which can be adjusted to suit your preference. For reference, this table shows the initial defaults for notifications.

OptionIn-appEmail
A new message arrives in a conversation I'm assigned toNeverNever
A customer I follow sends a messageNeverNever
A customer sends any message*NeverNever
A customer starts a new conversation*NeverNever
I'm assigned to a conversationAlwaysLogged Out
An assistant transfers a conversation to meNeverNever
A conversation snooze expires

Note: If you assign a snoozed conversation to another agent, that agent will receive notifications when the conversation is no longer snoozed.
AlwaysAlways
Someone adds a note to a customer I follow, or a conversation I'm assigned toAlwaysLogged Out
I'm mentioned in a noteAlwaysAlways
A team I'm on is mentioned in a noteAlwaysLogged Out
An object is created on a customer I followAlwaysLogged Out
An object is updated on a customer I followAlwaysLogged Out


*These settings are default for all channels under this category. As of January 13, 2021, these two notifications are unavailable for new users or Kustomer organizations.

Your existing settings are automatically applied to all your current customers' installed channels. For example, if you currently have the settings for A customer starts a new conversation set to Always and Logged Out, every channel listed under this notification panel will have these settings applied.