Notifications

Auralis tells you about things in three places: a bell in the rail, your email, and — if your deployment supports it — a system notification from your browser. What reaches which is yours to decide, under Settings → Personal → Notifications.

The one thing you cannot turn off

Everything lands in the bell. The in-app feed is unconditional; there is no preference that removes an event from it. Your choices govern email and push, not the badge.

That is deliberate, and it makes the bell the reliable surface: if something happened to your tickets, it is in there, whatever else you did or did not switch on.

The matrix

Five rows, three columns. The rows are the kinds of activity you can be told about:

• Activity in all unassigned conversations.
• Activity in anything assigned to you.
• Activity in any of your teams.
• Activity in conversations assigned to other teams or teammates.
• Any mentions of you.

The columns are where it goes: Desktop, a banner in the corner of your screen; Email, sent to your inbox; Push, a system notification that arrives even when the tab is closed.

A sensible starting point for a new agent is email on assigned to you and mentions of you, and nothing else. The two broad rows — all unassigned, and other people's conversations — are for people whose job is the queue as a whole, and they are the two that turn a mailbox into noise.

There is no mobile column and no SMS, because there is no phone app to send to.

Browser behaviour

Below the matrix are the small in-tab conveniences: blink the tab for activity assigned to you and for unassigned activity, and a single switch to play a sound when a notification arrives.

The sound stays quiet for things you did yourself, which is the difference between a useful cue and an irritation.

Push, and why the button may not be there

Web push needs the deployment to be configured for it. Where it is not, the enable control is simply absent rather than present and broken — a switch that could never work is worse than no switch.

Workspace routes: Slack and Teams

Below your own settings, admins see workspace notification routes. These are a different mechanism, and the distinction matters.

Your personal matrix is about your relationship to a conversation — mine, my team's, someone else's. A workspace route is about the kind of event, fanned out to a Slack or Teams connector for everyone. The subscribable events are:

• A customer replied
• A ticket was assigned
• You were mentioned
• An SLA was breached
• A conversation was handed off, and the case where a handoff arrives unassigned
• A contact-centre offer
• An approval is pending, and whether an approved action then succeeded or failed

Routes are gated by event kind alone: your personal preferences do not narrow them, and nobody's individual settings can quiet a channel that the workspace has subscribed. Creating and changing them is admin-only.

The bell

The bell sits in the rail with an unread count beside it — capped at 99+, at which point the number has stopped being the useful part.

Open it for the feed: your own notifications and workspace-wide ones together, newest first. It updates live rather than on a refresh, with a small indicator telling you whether the stream is connected or reconnecting, so a quiet feed can be distinguished from a broken one. When it connects it starts from now: it will not replay a backlog at you.

You can mark items read individually or clear the lot at once. Marking read is yours alone — clearing a workspace-wide notification does not clear it for anybody else.

Each notification links to the thing it is about, so an approval notification opens that approval and a mention opens that ticket.

Events with no preference

A few things notify only through the bell, because they have no row in the matrix — an approval waiting on a decision is the current example. Rather than invent a preference that does not exist, those are bell-only and say so by their absence from the settings page.

If approvals are part of your job, the bell is where you will see them, and a Slack or Teams route is how to get them somewhere you already look.