Notifications and Alert Sounds
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CRM notifies you of new appointments, assignments, bets, and reminders in four ways: in-dashboard notifications, email, browser notifications, and audio alerts. This article explains where you’ll see these notifications and how to configure each one. All settings here apply only to your account.
- My NotificationsA list of all your notifications
- Notification PreferencesChannels, browser notifications, and sounds
- Availability StatusSet to "Do Not Disturb" to mute
View Notifications
- The bell icon in the ribbon’s subgroup opens Notifications; the number of unread items appears as a dot next to the bell when the ribbon is active.
- When you tap the bell, a drawer opens from the right: at the top, the number of unread notifications and the "Mark All as Read" option; at the bottom, "View All Notifications."
- When you click on a notification, it is marked as read; if it’s related to a conversation, that conversation opens.
- The full list is available on the "My Notifications" page. Notifications are loaded in batches of 30; click "Show More" to view the rest.
In addition to CRM notifications, the list also includes notifications from the email software that shares data with CRM, as well as platform-wide events such as Invoices, security, and team-related matters.
Which event should come from which channel
In the table at the bottom of the Notification Preferences page on the Account card, you select which channel each event will come from. The columns are Email, In-App, and (if enabled in the system) Browser.
| Group | Events |
|---|---|
| Conversations | A new conversation has arrived, A conversation has been assigned to you, A new reply has arrived in the conversation, The conversation has been locked, Trigger email, SLA time is running out, SLA time has expired, You were mentioned, A reply to your comment has arrived, You were mentioned in a team chat |
| Tasks | A task has been assigned to you, Task Reminder |
- Select the checkboxes — The checkbox in the event row opens or closes that event in the corresponding channel. The checkbox in the header row changes that channel for all events at once.
- Save — Click the "Update Preferences" button.
If you haven’t made any settings, all events are enabled on all channels.
Browser notifications
Click "Open" on the "Browser Notifications on This Device" card at the top of the page to enable notifications on this device; new conversations will reach you even when the CRM tab is closed. Browser notifications are device-specific: they open separately on each device, and the "Browser" column in the table determines the events that trigger them.
- When you first log in, a card may appear in the lower-right corner asking you to enable browser notifications. If you select “Not now,” it will not appear again in this browser.
- Browser notifications on iPhone and iPad work after you add the panel to the Home Screen.
If notification permissions for this site have been blocked in your browser, CRM cannot request permission again. First, grant notification permissions for this site in your browser settings, then click the Open button again.
Warning sounds
The "Notification Sound" section on the same page:
- Audio alerts → When turned off, no sound plays under any circumstances.
- Default sound → The tone that plays during events. You can listen to it using the preview.
- Volume → When you release the slider, the selected tone plays once.
- Desktop notification → The CRM tab appears as a notification from your operating system when running in the background; the browser will ask for permission when opening it.
- Quiet Hours → No sounds will play and no desktop notifications will appear during the time period you specify. The time is based on this device's clock.
Depending on the event, you can assign a different tone to each event in the sound list, or mute that event by turning off the "On" switch: New Call, Call in Queue, Assigned to Me, New Message, Message Sent, Mentioned, SLA Approaching, SLA Expired, Team Chat Message, Mentioned in Team Chat or Direct Message, Incoming Call, and Task Reminder. Changes are applied by clicking "Save."
Sound settings are tied to your account, not your browser; they work with the same settings on another computer as well.
- No sound plays for messages received in the conversation you’re viewing; it plays when you’re on another screen or when the tab is in the background.
- Consecutive messages are consolidated into a single notification; if a large number of events occur in a short period of time, some of them will go unnoticed.
- The incoming call ringtone will sound even if you are viewing a tab.
Do Not Disturb
When your availability status is set to “Do Not Disturb,” audio and desktop notifications will not play, and browser notifications will not be sent. In-panel notifications and emails will continue to arrive; calls will continue to be assigned to you. The confirmation sound for messages you send and the ringtone for incoming calls will still play.
Frequently Asked Questions
No sound is playing
Check to make sure that audio alerts are enabled, that the event hasn’t been muted, and that you’re not in quiet hours or Do Not Disturb mode. Browsers won’t play audio until you’ve clicked on the page once; after opening the panel, click on the page once.
What is the difference between a desktop notification and a browser notification?
The desktop notification appears even when the CRM tab is open but in the background. The browser notification appears even when the tab is closed and opens on each device.