Workspace and team
Notifications
How OrbitBase tells you about new messages, assignments, mentions and problems, in the app and by email.
OrbitBase lets you know when something needs you. There are two kinds of notification:
- In-app notifications appear in the bell in the sidebar while you're working in OrbitBase.
- Email notifications reach you when you're away, and flag problems that would otherwise go unnoticed, like a disconnected channel or a used-up allowance.
Neither kind ever includes what a customer wrote. A notification names who wrote in, or the lead or case number, and links you to the record. You read the message itself inside OrbitBase, where you're signed in.
In-app notifications
The Notifications bell in the sidebar lights up as soon as something new arrives. You don't need to refresh the page.
Click the bell to open it. It has two tabs:
- Queue shows conversations your agent handed to the team that nobody has picked up yet, plus new messages from customers still waiting in them. Everyone in the workspace sees these. As soon as someone takes the conversation, or it's closed, it leaves everyone's queue.
- For you shows things meant for you alone:
- new messages on your conversations
- conversations, leads and cases assigned to you
- your conversations that the agent handed over to you
- @mentions in inbox notes and in lead and case worknotes
- new notes and worknotes on work you own
Each tab shows the latest few. Click Mark all as read to clear them, or View all to open a panel beside the page with the full history. On a phone, it opens as a sheet. Click any notification to go straight to the conversation, lead or case. Opening a conversation in the inbox also clears its notifications.
Repeated events don't pile up. Five messages from the same customer show as one notification, such as "5 new messages from Ana", until you read it.
Pop-up alerts
When something arrives for you while you're in the app, a short message pops up in the corner with an Open button. It doesn't pop up for the record you're already looking at. If several arrive together, like a batch of cases assigned at once, you get one message with View all. Queue items only update the bell's count, without a pop-up.
In-app notifications are always on and can't be turned off. There are no browser push notifications or sounds.
Email notifications
Here's every email OrbitBase sends, and who gets it.
Emails about your own work
| Sent when | |
|---|---|
| Conversations assigned to you | A teammate hands you one conversation or several |
| Escalated conversations | A customer needs a person. Sent to the assignee, or to the team if nobody owns the conversation yet |
| Mentions in inbox notes | A teammate @mentions you in a note on a conversation |
| Notes on your conversations | A teammate adds a note to a conversation assigned to you |
| Leads assigned to you | A teammate makes you the owner of a lead |
| Mentions in lead worknotes | A teammate @mentions you on a lead |
| Worknotes on your leads | A teammate adds a worknote to your lead |
| Cases assigned to you | A teammate assigns you one case or several |
| Mentions in case worknotes | A teammate @mentions you on a case |
| Worknotes on your cases | A teammate adds a worknote to your case |
You're never emailed about something you did yourself, such as assigning a conversation to yourself.
Alerts for owners and admins
These go to the organisation's owners and admins, because they're the people who can fix the problem.
| Sent when | |
|---|---|
| Channel disconnected | A channel's connection stops working and your agent can't reply on it |
| Action failing | An action fails three times in a row |
| Knowledge source failed | A knowledge source can't be trained |
| AI reply limits | 80% of your plan's AI replies are used, and again when they run out |
| Case allowance | 80% of your plan's new cases for the billing period are used |
| Billing alerts | A payment fails, a cancellation is scheduled, or the subscription ends |
| Payment receipts | A payment goes through |
Each alert is sent once when the problem starts, not once per customer message. For example, you get one email when a channel disconnects, not one for every message that can't be answered.
Emails that are always sent
- Invitations, when someone invites you to their team
- Welcome, when you create your first workspace
- Data export ready or failed, when an export you requested finishes
Choose which emails you get
Open your profile
Go to Settings → Profile and scroll to Email notifications.
Turn emails on or off
Every email is on until you turn it off. Flip the switch next to each one you don't want.
Save
Click Save preferences.
Your choices only affect you. Members only see switches for emails they can receive.
If every owner and admin turns off a workspace alert, nobody is told about it. Keep at least one person subscribed to Channel disconnected and AI reply limits, so a silent agent never goes unnoticed.
Turning off an email doesn't silence the bell. You'll still see the in-app notification.