Notifications
Choose which events notify your teammates, who receives each notification, whether it arrives in the dashboard, by email or both, and whether teammates can change that for themselves.
Notifications tell teammates when something needs their attention, such as a conversation being assigned to them or a customer replying. You decide which events send a notification, who gets it, and how it is delivered.
Open it from Settings → General → Notifications.
Which notifications are available?
The Notifications page lists every event Robylon can notify about, with its recipients, delivery channels, status and when it was last updated.
| Notification | Fires when |
|---|---|
| Conversation assigned | A conversation is assigned to a teammate. |
| Conversation added to queue | A conversation enters an assignment queue. |
| Customer reply | A customer replies on a conversation. |
| Email domain disconnection | An email address moves to Failing or Disconnected. |
You can filter the list by Recipients, Channels and Status.
How do I turn on or change a notification?
Click the notification’s name, turn on Active, set its conditions, recipients and delivery channels, and click Save Changes.
Open the notification
Go to Settings → General → Notifications and click the notification you want to change.
Turn it on
Switch on Active. When it is off, the notification never fires, and the other options are hidden.
Set conditions
Narrow down when it fires. For conversation notifications, choose the Conversation Channels and Conversation Status it applies to (by default, all channels and all statuses).
Choose recipients
Under Recipients, pick who gets it, by role (Supervisor, Admin or Super Admin). Conversation assigned and Customer reply go to the assigned agent by default.
Choose delivery channels
Under Delivery Channels, turn on In-app, Email or both. This is the default for everyone who receives the notification. Use the Editable column to decide whether each teammate can change it for themselves. See who decides whether a teammate gets it.
Save
Click Save Changes.
Can teammates turn a notification off for themselves?
Only if you let them. For each delivery channel, In-app and Email, you set two things: whether it is on by default, and whether it is Editable.
| Default | Editable | What each recipient gets |
|---|---|---|
| On | Off | Always receives it. They cannot turn it off. |
| On | On | Receives it unless they turn it off for themselves. |
| Off | On | Does not receive it unless they turn it on for themselves. |
| Off | Off | Nobody receives it on that channel. |
Teammates change the channels they are allowed to change in their own notification preferences, from their profile. Their choice only applies while the channel stays Editable. If you switch Editable off, everyone goes back to your default.
How do email domain alerts work?
Email domain disconnection warns you when a connected email address stops working, so customer emails are not silently lost. By default it goes to Supervisors, Admins and Super Admins, in-app and by email.
- Email Domains: leave empty to watch every connected domain, or pick specific ones.
- Repeat Reminder: Robylon repeats the alert once every 24 hours until the address is fixed.
- Maximum Reminders: how many reminders to send per failure before stopping. A banner stays in the dashboard until the address is fixed.
When the address reconnects, Robylon sends one “resolved” notification. See Email to reconnect an address.
What do agents see when a conversation is assigned?
When a chat is assigned to you, a pop-up appears at the bottom left of the dashboard and a sound plays. A similar pop-up appears when a conversation is added to the assignment queue.