Notifications

You can choose how and when you get notified about new conversations, assignments, and new messages. That way your team never misses a customer—whether you're in your inbox or elsewhere. This article explains what you can configure and how to set it up.

What you can configure

You choose:

• How you get notified: email, browser push, or both.
• When you get notified: which events trigger a notification.

Notifications are only sent to active team members—so if someone leaves the team, they stop receiving them. You can set default preferences that apply to all inboxes, and override them for specific inboxes (e.g. turn off notifications for a low-priority inbox or turn them on only for an urgent one).

Notification channels

Email — You receive an email when a notification event happens. The email includes a link to the conversation and a short preview so you can see what's new without opening Chatlane. Useful when you're not in the app and want a record in your inbox.

Browser push — You get a pop-up or badge in your browser (or device, if supported) even when the Chatlane tab is closed. Clicking the notification opens the conversation. Useful for real-time alerts without checking email. You enable browser push once (your browser may ask for permission); after that, notifications appear automatically when events occur.

You can enable both email and browser push, or just one—whatever works for your workflow.

Which events trigger notifications

You choose which events you want to be notified about:

• New conversation — A new conversation was created in an inbox you have access to.
• Conversation assigned — A conversation was assigned to you (or to someone you care about, depending on your setup).
• New message (any conversation) — A new message arrived in any conversation in the inbox.
• New message (assigned conversation) — A new message arrived in a conversation that's assigned to you.

You can turn on or off each event. For example, you might want a notification for every new conversation but only for new messages on conversations assigned to you—so you're not overwhelmed by messages on conversations you're not handling.

Where to set your preferences

Go to Settings (or Profile / Notification preferences, depending on your app) and open the Notifications section. There you'll see:

• Default preferences — Apply to all inboxes. Set your preferred channels (email, browser push) and which events trigger a notification.
• Per-inbox overrides — For specific inboxes, you can override the default. For example, for an urgent support inbox you might enable all events and both channels; for a general inbox you might only get notified for new conversations and assignments.

Changes save immediately. Your team members each set their own preferences—so everyone can choose what works for them.

Why this helps your team

• Support teams never miss a new conversation or a message on a conversation they're handling.
• Managers can stay informed about assignments and new messages without constantly refreshing the inbox.
• Founders can keep an eye on volume and responsiveness while leaving day-to-day handling to the team.

For connecting the channels customers use to reach you (email, SMS, WhatsApp, etc.), see Connect your channels. For enriching contact profiles with external data, see Contact Integrations.