🔔 Notification controls — never miss the chat that needs you

Released 2026-07-28

Notifications you can trust to reach the right person, at the right time. Agents pick exactly which chat moments are worth a ping, tap one to land straight in the conversation, and get them promptly even on a locked phone.

Highlights

Notification settings, per agent

• A new Notifications panel under user settings with three switches: a new conversation starts, a chat is transferred to your group, or a chat is assigned to you.
• Transfer and assignment alerts are on by default; the busier "every new chat" firehose is opt-in, so nobody gets buried.
• When the browser has notifications blocked, the panel says so and offers to enable them — no more toggles that quietly do nothing.

Straight to the conversation

• Tap any chat notification — in the drawer or on your phone — and it opens that exact conversation instead of a generic inbox.

Delivered when it matters

• Chat pushes now go out at high priority, so a "new chat" alert arrives promptly even while the device is idle or in battery-saver, instead of being batched.

Security

• Tightened multi-tenant access across the API: every request that loads or changes a record is now scoped to your own organization, and a few endpoints reachable without the right sign-in were locked down. Nothing to do on your side.

Fixes

• The "a chat left your queue" notice now reaches the agent it was taken from, not the new owner.
• The invite-agent and integration credential (Email / SMS) dialogs no longer close if you click outside them mid-form.
• Tidied the create / edit user form spacing.