Configure Notifications
Send actionable conversation and account events to the right people while keeping a monitored queue as the dependable source of work.
Enable an alert only when someone owns the response
Notifications help your team find conversations and account events that need attention. They support queue ownership but do not replace a defined monitoring process. For every selected event, name the recipient, expected action, response window and fallback queue.
Build the operating response before enabling delivery
A notification creates value only when it reaches an available person with enough context to take the right action. Start with the event and operating decision—not with a list of available switches.
What happened?
Who needs to know?
What should they do?
When is it due?
Who catches a miss?
Choose each delivery method for its operating strength
Depending on the account and device, notifications may appear in the in-app bell, by email or as browser or device push alerts. Available methods and controls can vary.
Workspace notification history
Useful for reviewing events while working in the account and for seeing notices in their operational context.
Still requires a regular queue-review habit.Controlled operational mailbox
Useful when a monitored business address needs account or workflow notices outside the active workspace.
Verify delivery, filtering and recipient ownership.Timely active-user signal
Useful for an available team member, but depends on browser, device and operating-system permissions.
Focus modes and inactive profiles can delay visibility.Correct account, member access and a defined review cadence.
The underlying inbox or operational queue.
Verified business mailbox, filtering, distribution-list ownership and secure access.
The ConvoRev queue and an alternate owner for urgent events.
Browser site permission, operating-system settings, active profile and supported device state.
In-app review or an operational mailbox for important events.
Enable events that lead to a defined decision
Available categories depend on the account configuration. Examples can include human-attention requests, assigned conversations, important-contact messages, appointments, channel issues, security events or data-export completion.
Name the active responder, backup and maximum acceptable wait. Keep the human-attention queue monitored.
Alert the intended owner when assignment requires review, but define absence and reassignment separately.
Route confirmation, failure or exception notices to the person who can correct the customer outcome.
Notify the approved administrator and establish a safe investigation and operating-continuity path.
Use a controlled definition of importance and avoid duplicating the same signal to unnecessary recipients.
Send only to an authorized requester or controlled mailbox; the notice does not authorize broader access to the file.
Match categories, recipients and fallbacks
Build a small notification matrix before saving settings. The matrix should show why each alert exists and who owns the next action.
One named role or monitored business function.
“Everyone” without a person accountable for action.
Review, reply, reassign, investigate, confirm or another clear decision.
An informational notice with no reason to exist.
A practical time expectation appropriate to the event.
Assuming “real time” delivery guarantees immediate action.
Queue, backup owner and review cadence if the alert is missed.
A second notification with the same unattended recipient.
Enough account, event and safe record detail to choose the next step.
Unnecessary customer data or credentials in a broad email distribution.
Use controlled business mailboxes for shared duties
Some accounts may allow verified operational recipients in addition to the primary account email. Use a controlled business mailbox only when a defined team function monitors it and the destination is approved to receive the event information.
- Confirm the business purpose.Document which event categories the mailbox supports and what action its owner performs.
- Verify the destination.Check the exact address, mailbox ownership, access list and filtering before enabling delivery.
- Limit the categories.Send only the information the monitored function needs.
- Test a representative event.Confirm sender, subject, account identity, link destination and arrival time.
- Define absence coverage.Ensure someone monitors the mailbox during the relevant operating window.
- Remove stale recipients.Update the destination promptly when team responsibility or mailbox access changes.
Verify delivery and the operating response end to end
Use synthetic contacts and controlled events. Do not repeatedly trigger live customer activity merely to test notification delivery.
- Test one event per selected category.Confirm the event actually meets the configured notification condition.
- Test every delivery method.Verify in-app, email and push separately where each is enabled and available.
- Confirm the correct recipient.Check the person or mailbox, active account name and intended business function.
- Inspect the link destination.Verify the link opens the correct account and relevant record without exposing unrelated information.
- Test an assigned conversation.Confirm the intended owner receives the signal and understands the response expectation.
- Test a human-attention event.Confirm the escalation reaches an available person and the fallback queue remains visible.
- Test browser and device permissions.Verify the active browser profile, site permission, operating-system permission and focus settings.
- Simulate a missed alert.Confirm the queue review or backup owner finds the work without relying on the original notification.
Protect attention for the events that matter
Remove duplicates
When several rules report the same event to the same person, keep the route that best supports the required action.
Narrow recipients
Match each category to a role or function instead of sending it to the entire team.
Separate urgency
Use immediate methods for truly time-sensitive work and a scheduled review for lower-priority events.
Review stale rules
Remove alerts for retired workflows, former recipients and events no one acts on.
Fix the source issue
If one error generates repeated alerts, correct the underlying workflow instead of teaching people to ignore the noise.
Keep the queue visible
Use notifications to accelerate attention, while the monitored queue remains the complete operating record.
Separate alert delivery from customer-message timing
Controls when your team notices an event
Browser focus modes, device settings, email filtering and team coverage affect when a person sees an alert.
Control defined outbound message windows
Quiet hours address proactive or scheduled customer messaging. They do not necessarily govern internal alert delivery.
Control defined inbound AI coverage
Agent hours determine when an AI Agent may handle its configured conversation path; notification settings do not replace them.
Defines who responds when alerts arrive
Schedules, absence plans and fallback queues must remain explicit even when notifications are enabled.
See Quiet Hours and Responsible Messaging for customer-message timing controls.
Send the minimum context to approved destinations
Notifications can reveal account names, contact details, conversation context, appointment information or operational status. Limit recipients and content to what the required action needs.
Use individual team access or a controlled business mailbox with a current owner.
Include enough information to choose the next step without broadcasting unnecessary customer data.
Remove recipients promptly when a person leaves, changes responsibilities or no longer monitors the event.
Use the approved account-security process and never place passwords, codes or credentials inside alert content.
Trace the event, rule, route and device in order
Event condition, selected category, verified address, filtering and operational mailbox access.
Trigger one synthetic event and record the event time, recipient and expected subject.
Active browser profile, site permission, operating-system permission, focus mode and device state.
Restore permissions and test one controlled event; keep the queue as fallback.
Category route, member role, additional email recipients and recent responsibility changes.
Remove the incorrect destination, assess exposed information and retest with synthetic data.
Active account membership, browser profile, account switching and whether several workspaces are open.
Stop sensitive action, confirm the intended account and report the safe test details.
Duplicate rules, overlapping recipients, low-value categories and recurring source errors.
Remove one redundant route at a time, then verify critical events still reach an owner.
Named owner, response window, absence coverage and fallback queue cadence.
Reassign urgent work and repair the operating process—not only the alert setting.
For persistent issues, contact hello@convorev.com with the ConvoRev account, event type, expected recipient, event time, delivery method, expected result and safe checks completed.
Notification FAQs
Which notifications should I enable first?
Start with events that require a named human decision, such as human-attention requests, assigned conversations or material channel issues. Define the owner, action, response window and fallback before enabling delivery.
Does a notification assign the conversation?
No. Assignment and notification are separate controls. See Assign Conversations for ownership, and use notifications to help the owner notice the work.
Can I rely on push alerts for urgent work?
Push can be useful, but browser permissions, operating-system settings, focus modes, profiles and device state can affect delivery. Keep a monitored queue and backup owner.
Why should I avoid notifying everyone?
Broad alerts expose more information, create ambiguity about ownership and increase alert fatigue. Route each category to the smallest appropriate role or monitored function.
Do notification settings control when customer messages are sent?
No. Notifications alert your team. Use Quiet Hours and Responsible Messaging for defined outbound timing and AI Agent active hours for configured inbound AI coverage.
What should I send ConvoRev support?
Include the account, event type, expected recipient, approximate event time, delivery method, expected result, observed result and checks completed. Remove credentials and unnecessary private customer information.
Send the event, recipient and delivery method
Include the ConvoRev account, event type, expected recipient, approximate time, delivery method, expected result, observed result and completed checks. Remove passwords, temporary security codes and unnecessary customer data.