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Dashboard 101

Last Update 6 days ago

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Getting notified when a conversation is assigned to you

When a conversation is assigned to you, or to a department you belong to, tawk.to lets you know right away in your dashboard, on your phone, and by email if you want it. This article explains what you will see, and how to choose what you get.
This applies to conversations in your Inbox from WhatsApp, Telegram, Facebook Messenger, Twilio SMS and Email.
When you are notified
You are notified when a teammate or your AI agent assigns a conversation to you, or to a department you are a member of.
If a conversation is assigned to a department, the department's members who can see that conversation are notified. The person who made the assignment is not.
You are not notified when you assign a conversation to yourself, or when a conversation is unassigned. Tickets and live chats are not part of these notifications.
What you see and hear
  • In the dashboard : a desktop notification appears with a title in the form Assigned • contact • inbox • property, plus a short line about who assigned the conversation. A chime plays. Click the notification to open that conversation.
  • In your conversation list : a small Assigned tag appears at the start of the preview line for a conversation that is assigned to you, or to a department you belong to, while it is waiting for a reply. It goes away once the person it is assigned to or someone in the assigned department replies.
  • On your phone  a push notification arrives from the tawk.to mobile app, with the same title format. Notifications must be turned on for the app on your device. See How to manage sounds and notifications in iOS or Enabling sounds and notifications on Android.
  • By email if you turn on Email Notification (see below), you also get an email from tawk.to with the subject Assigned • contact • inbox, the customer's message, and a View conversation link.
Choose how you are notified
These settings are personal. Each agent chooses their own.
  1. Log in to your tawk.to account.
  2. Click your profile image in the lower left corner of the dashboard.
  3. Click Manage Sounds & Notifications.
  4. Find the Conversation Assigned card.
  5. Choose your settings:
    • Sound: pick the chime you hear. Click the play button to preview it.
    • Volume: set how loud the chime is.
    • Desktop Notification: show a pop-up in your browser when a conversation is assigned to you. On by default. It also needs desktop notifications turned on for your account and allowed in your browser: see Troubleshooting below.
    • Email Notification: send you an email when a conversation is assigned to you. Off by default.
  6. Click Save.
Note: the Conversation Assigned card does not have a repeat setting.
Troubleshooting
  • You do not see the pop-up. Desktop Notification only works if desktop notifications are also turned on for your account and allowed in your browser. Follow Enabling desktop notifications, and if it still does not appear, see Why am I not getting notifications?.
  • You are not getting the email. Email Notification is off until you turn it on, so check the card first. Then check your spam folder and allow emails from tawk.to - see Why am I not receiving emails?.
  • You do not hear a sound. Check the Sound and Volume settings on the card, and check that your device volume is up and the browser tab is not muted.
  • A conversation was assigned but you were not notified. If it was assigned to a department, you are notified only if you are a member and can see the conversation. You are never notified about an assignment you made yourself.
  • You see a message that your other settings were saved but the Conversation Assigned settings could not be. Click Save again. Your other settings are already saved.
  • Additional considerations - More than one device : You can receive the same assignment on your dashboard and on your phone at the same time.
  • Email is optional. Email Notification is off by default, so no one gets assignment emails until they choose to. This is separate from the property-level settings on the Mail Notifications page- see Adjusting mail notifications.

Learn more

Managing sound settings and desktop notifications
Enabling desktop notifications
Why am I not getting notifications?
Why am I not receiving emails?
Adjusting mail notifications
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