How do I configure Customer Service notifications by team?
Set up the team notification matrix.
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Under Customer Service settings → Team notifications, choose who receives notifications and through which channels for events such as new conversations, customer replies, assignments, SLA risks, snooze expiry and low satisfaction ratings.
Recipient options
- Nobody
- Assignee
- Assignee, or the team if unassigned
- Entire team
- Team leaders
- Assignee and team leaders
Channels: in-app, email and push
Set account-wide defaults first, then override them for individual teams where needed. Each agent can disable non-mandatory channels in their own notification settings.
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