Overview
Notifications keep you informed without overwhelming your inbox. This guide covers:
Personal notification settings (for individual team members)
Team-level alerts (for managers and admins)
AI agent notifications (Fin activity alerts)
Personal Notification Settings
Each team member can customize their own notifications in Settings → Your preferences → Notifications.
Notification Channels
Choose how you want to receive alerts:
Channel | Best For |
In-app | Real-time alerts while working in Intercom |
Catch-up when away from the dashboard | |
Mobile push | Urgent items when on the go |
Slack | Teams using Slack as their hub |
Tip: Use in-app for real-time work, email for daily digests, and mobile push only for urgent escalations.
Conversation Notifications
Configure alerts for customer conversations:
New conversations assigned to you — Recommended: On
New replies in your conversations — Recommended: On
Mentions (@you) — Recommended: On
Conversation reassigned — Optional
Conversation closed — Optional (useful for tracking)
Notification Schedule
Avoid after-hours alerts by setting a notification schedule:
Enable "Only notify me during work hours"
Set your working days and times
Choose your timezone
Notifications outside these hours are held and delivered when you're back online.
Team-Level Notifications
Admins can configure alerts for the entire workspace in Settings → Workspace → Notifications.
Unassigned Conversation Alerts
Get notified when conversations are waiting too long:
Alert | Trigger |
New unassigned conversation | Immediately or after X minutes |
Conversation waiting | After 5, 15, or 30 minutes unassigned |
SLA at risk | When response time approaches your target |
Team Inbox Notifications
High volume alert — Triggers when queue exceeds threshold
No agents online — Alerts when conversations arrive with no one available
VIP customer contact — Immediate alert for tagged high-value accounts
AI Agent Notifications
Stay informed about Fin's activity without micromanaging.
Recommended Alerts
Notification | Why It Matters |
Handoff completed | Know when AI escalated to your team |
Low confidence answer | Review responses the AI wasn't sure about |
Customer requested human | Immediate attention needed |
Negative sentiment detected | Potential issue requiring intervention |
Optional Alerts
Daily AI summary — Overview of AI resolution rate, top questions, handoffs
Knowledge gap detected — AI couldn't answer; may need new article
Unusual volume — Spike in AI conversations (could indicate an issue)
Configuring AI Alerts
Navigate to Fin AI Agent → Settings → Notifications to enable:
Select which events trigger alerts
Choose recipients (you, specific teammates, or a channel)
Set thresholds (e.g., only alert if confidence below 50%)
Slack Integration
If your team uses Slack, connect it for real-time alerts:
Go to Settings → Integrations → Slack
Connect your Slack workspace
Choose a channel for notifications
Select which events post to Slack
Popular Slack alert setups:
#support-urgent— Handoffs, negative sentiment, VIP contacts#support-general— Daily summaries, volume updates#ai-monitoring— Low confidence answers, knowledge gaps
Email Digest Options
Reduce inbox noise with digest emails instead of individual alerts:
Digest | Frequency | Contains |
Activity summary | Daily | Conversations handled, resolution rate, open items |
AI performance | Weekly | Fin stats, top questions, suggested improvements |
Team report | Weekly | Response times, CSAT, workload distribution |
Configure digests in Settings → Your preferences → Email notifications → Digest settings.
Reducing Notification Fatigue
Getting too many alerts? Try these strategies:
Batch low-priority alerts — Use digests for informational updates
Tighten your filters — Only get notified for conversations assigned to you or your team
Use priority levels — Enable push notifications only for urgent items
Trust the AI — If Fin is handling queries well, reduce monitoring alerts
Review monthly — Audit which notifications you actually act on; disable the rest
Need Help?
Email: [email protected]
Phone: +41 79 741 86 13