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Notifications

Cliedesk tells you when something needs you: in the app, as a push notification and by email. This page explains your own choices, the defaults admins set and what customers get.

The bell

Select Notifications (the bell) to see your notifications. The number shows how many are unread.

  • Turn on Unread only to hide the ones you read.
  • Select Mark all as read to clear the count.
  • When you open a conversation, its notifications are marked as read. This follows you to every tab and device.

Notifications are deleted after 90 days. An admin can change this (setting notifications.retention_days, see the Settings reference).

Sounds and desktop notifications

In the bell panel:

  • Sound on this device: For chats assigned to me, For every notification or Off.
  • Mute: turn sounds off for now.
  • Show desktop notifications: a desktop notification appears when a chat is assigned to you, even while the Cliedesk tab is open.

The browser tab also shows the unread count. No sound plays during your quiet hours.

Choose what you get

  1. Select your avatar, then My profile.
  2. In Notification preferences, choose for each event, under Notify me when, whether you get it In the app and by Email. Events include Someone mentions me, A conversation is assigned to me and (with Cliedesk Pro) An SLA target is about to be missed.
  3. Turn on Only my conversations for an event to get it only for conversations assigned to you.
  4. Under Notification emails, choose One email per notification, One summary every hour or One summary a day. If nothing waits, no summary is sent.

A Slack or Microsoft Teams column is available with Cliedesk Pro.

Push notifications

In My profile, turn on Push notifications on this device. You get a push even when Cliedesk is closed. Select it to open the conversation. Turn it on once on each device you use.

  • Quiet hours: no push notifications: set From and To. No push and no sound in this time.
  • Hide the message text in push notifications: the push shows only the title.

On iPhone and iPad, install the app first (see Mobile and the app).

Answer in Cliedesk

Notification emails have no reply address. To answer, open the conversation in Cliedesk. Answering a notification email directly (and #note for an internal note) is available with Cliedesk Pro and a connected mailbox.

Defaults for the team

People with Manage settings (Cliedesk Admins and Owners) go to Settings → Team → Notifications.

  • Defaults for everyone: the events people get if they did not change their own preferences.
  • Lock an event: everyone gets the default values, and people cannot change it in their profile.
  • Escalate unopened customer messages after (minutes): if nobody opens a new customer message, the assignee is notified first, then the online team, then every online agent. Opening the message stops it. The default is 3 minutes. 0 turns it off.

An admin can also leave the message text out of notification emails (setting notifications.email_content).

Notifications for customers

In the chat widget, a customer can select Notify me when you reply. They then get a browser notification when your team replies. Stop reply notifications turns it off. Other visitors get no push.

When a conversation changes status, the customer gets the notice as a browser notification first, if they turned it on. Otherwise, or if that fails, they get an email. WhatsApp and SMS notices are available with Cliedesk Pro.