# Control notifications > Notifications provide a way for you to get alerted when a message comes in. Source: https://help.kustomer.com/en_us/control-notifications-rJprsNHI Last updated: 2026-10-02T21:15:27.141Z 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](#customize-your-notifications) * [Supported notification channels](#supported-notification-channels) * [Browser pop-up notifications](#browser-pop-up-notifications) * [Add sound notifications](#add-sound-notifications) * [Inbound message sounds](#inbound-message-sounds) * [Routed conversation sounds](#routed-conversation-sounds) * [Repeat until answered](#repeat-until-answered) * [Using @mentions to notify teammates](#using-mentions-to-notify-teammates) * [Default notification settings](#defaults) * [Troubleshooting](#troubleshooting) ### Customize your notifications You can access your notification settings from the **Notifications** page. **To customize your notifications:** 1. From the **Settings** page, click **Personal** and then **Notifications**. 2. From the **Timeline** or **System Events** tab, locate the desired event or channel, and use the drop-down menus under **In-app notifications** and **Email notifications** to change settings as preferred. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4e89ea594238dd447684a9d228e69ba6.png) 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** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/cab2309710aa6164e7a4fd8be8e4edf8.png) icon in the sidebar. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b4a56bb6cb42f0e4cbec7af78faadabc.png) Select **Notifications** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/26fccc1084d7158e194976b2268f666c.png) 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 - Notifications sent on behalf of Kustomer have a maximum of 50 email recipients at a time * Facebook * Forms * Gmail * Twilio * 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. * [Google Chrome](https://support.google.com/chrome/answer/3220216?co=GENIE.Platform%3DDesktop) * [Mozilla Firefox](https://support.mozilla.org/kb/push-notifications-firefox) If you've set up in-app notifications but aren't seeing browser pop-ups, the most common cause is browser permissions — check your site settings for Kustomer. ### 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 _(now split by conversation kind — see Routed conversation sounds below)_ * I'm mentioned in a note * A team I'm on is mentioned in a note Mentions and team mentions always play once, at full volume. They don't have a volume or repeat control. 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, at the row's set volume, by selecting **Play Sound** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/928aa6c77d2898dfb038231b89d82095.png). ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e08d788995ae48cd92b474c934b84d55.png) To turn off sounds for a channel or event, select the red X icon to clear the current setting. ### Inbound message sounds New message sound rows (Chat, Email, and other supported channels) include a **volume** slider and a **Repeat until answered** toggle, alongside the sound picker. * With Repeat until answered off (the default), the sound plays once, at the volume you set. * With it on, the sound repeats until you open the conversation. See _Repeat until answered_ below for exactly how the repeat and stop conditions work. ### Routed conversation sounds The single "I'm assigned to a conversation" sound is split into one row per conversation kind: Chat, Email, SMS, WhatsApp, Voice, Social, and Other. Each row (except Voice) has its own sound, volume, and Repeat until answered toggle. * If you haven't set a sound for a specific conversation kind yet, that row uses your previous routed sound, at full volume, played once. * Voice only has a sound and volume option. It doesn't get a Repeat until answered toggle, because the phone is already ringing — a second repeating sound would stack on top of that ring. ### Repeat until answered For inbound message sounds and routed conversation sounds — except Voice — you can turn on Repeat until answered next to that row's sound. * The sound plays immediately, then repeats every 5 seconds until you answer it, or until it hits a safety stop of 12 plays or about 60 seconds, whichever comes first. * For an inbound message, "answering" means opening that conversation. If you're already in the conversation, the sound plays once and doesn't repeat. * For a routed conversation, "answering" means accepting or rejecting it. If auto-accept is on, you hear the sound once, since the conversation is accepted immediately. * The repeat stops immediately if you go Away or Offline. * The repeat stops within 5 seconds if the conversation is reassigned or resolved before you answer it. * Only one repeating sound plays at a time. A new routed conversation takes priority over a message sound, and a newer alert takes priority over an older one. Answering it in one browser tab stops it in every other open tab. Your sound, volume, and repeat settings are saved per agent and follow you across browsers and devices. **Note:** Sound permissions are separate from notification pop-up permissions — you may need to configure both in your browser. Below are instructions on how to change your site permissions for the following browsers: * [Google Chrome](https://support.google.com/chrome/answer/114662?co=GENIE.Platform%3DDesktop&hl=en) * [Mozilla Firefox](https://support.mozilla.org/en-US/kb/block-autoplay) * [Safari](https://support.apple.com/guide/safari/websites-ibrwe2159f50/mac) ### Using @mentions to notify teammates When you need to notify another agent (for example when the ticket receives negative CSAT or you want to leave notes for the next agent), @mention them. @mentions are a reliable method call another user or team when having a conversation in Kustomer. When you @mention a user, that user is sent an email that includes a direct link back to the conversation. @mention users you want to consult with when using [internal notes](https://help.kustomer.com/en_us/use-notes-HJvDjNP58#mention) or [internal threads](https://help.kustomer.com/en_us/using-internal-threads-with-slack-B1G7hWpTbe). ### 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. **Option** **In-app** **Email** A new message arrives in a conversation I'm assigned to Never Never A customer I follow sends a message Never Never A customer sends any message\*\*\*\*\* Never Never A customer starts a new conversation\*\*\*\*\* Never Never I'm assigned to a conversation Always Logged Out An assistant transfers a conversation to me Never Never 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. Always Always Someone adds a note to a customer I follow, or a conversation I'm assigned to Always Logged Out I'm mentioned in a note Always Always A team I'm on is mentioned in a note Always Logged Out An object is created on a customer I follow Always Logged Out An object is updated on a customer I follow Always Logged 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. ### Troubleshooting **I'm not receiving email notifications** If you're not receiving email notifications, verify that your email address is valid and that you have opted into notifications at the appropriate frequency. To verify your email address, click Settings > Personal > Profile. An invalid or improperly formatted email address will silently block all email notifications. To opt into notification at the proper frequency, click **Settings> Personal > Notifications.** Your options include: * **Never:** This user will never receive notifications. * **Always:** this user will always receive notifications, whether they are logged in or not. * **When logged out:** This user will only receive a notification when they are logged out. This includes sessions that ended due to inactivity — not only manual sign-outs If in-app notifications are configured but you're not seeing browser pop-ups or hearing sounds, check your [browser permissions](#browser-pop-up-notifications).