Digest cadence

Three cadences for email and Slack notifications: instant, hourly, and daily. Set per kind in notification-preferences. This article explains exactly how each works so you can pick the right one.

Instant

The notification fires within seconds of the event. One event, one email or Slack DM.

Best for: events that block a customer or block a teammate. Mentions, direct assignments, SLA breaches, dispatch failures.

Cost: inbox volume. If you set everything to instant, you may get 200+ emails a day in a busy workspace.

Hourly

Events of that kind queue up. Once an hour we send one email or Slack DM summarizing everything that happened in the last hour. If nothing happened, no email is sent.

Best for: events you care about but do not need to act on within minutes. New unassigned conversations (if a teammate is on it), low CSAT events, AI-auto-sent receipts.

Cost: up to a one-hour delay before you see something. Worst case, an event happens at 09:01 and you find out at 10:00.

The hourly schedule is keyed off your workspace timezone (see workspace-settings). The first hourly batch each day fires at the start of business hours; we do not wake you up at 03:00 with a queue summary.

Daily

Events queue all day. Once per day, every kind set to daily for that user is rolled up into a single email with sections per kind.

The daily digest is sent at 08:00 in the user's timezone (set in their profile, falls back to workspace timezone).

A daily digest looks roughly like this:

> Daily digest — Tuesday, May 6 > > ## CSAT lows (3) > [list of conversations] > > ## New unassigned (12) > [list] > > ## AI auto-sent (47) > [count + sample]

If you have nothing in any daily-cadence kind, the digest is skipped that day.

Best for: managers, light agents, and anyone who wants a once-a-day pulse rather than an interrupt-driven inbox.

Cost: up to 24-hour delay. Daily is wrong for SLA breaches and direct assignments.

How daily compares to hourly

| | Hourly | Daily | |---|---|---| | Delay | up to 1 hour | up to 24 hours | | Emails per day | up to 24 per kind | 1 (rolled up across all daily kinds) | | Best for | medium-signal events | low-signal, manager-style use | | Includes empty? | no, skipped | no, skipped |

What stays instant regardless

In-app notifications (the bell icon) are always instant. Cadence applies only to email and Slack.

System events that affect billing or workspace integrity (failed payment, integration disconnected, owner change) are always sent instant to the owner regardless of preferences.

Per-kind cadence

You can mix freely. A common manager setup:

• mention, sla_breach, dispatch_failed: instant
• assignment, conversation_reply: hourly
• new_unassigned, csat_low, ai_auto_sent: daily

That gives you immediate alerts on the things that matter, an hourly pulse on your queue, and a daily roll-up of everything else.

Changing cadence

Cadence is per kind, set in Settings → Notifications in your profile. Changes take effect on the next event of that kind. In-flight queues are not flushed: if you switch from daily to instant at 14:00, anything that arrived earlier today still goes out in the daily digest at 08:00 tomorrow.

Slack vs email

Cadence applies to both. You can set, for instance, mention to instant on email and instant on Slack but csat_low to daily on email and off on Slack. Treat each (kind × channel) as its own knob.

What to do next

• Set per-kind cadences in notification-preferences.
• For Slack delivery see slack-integration.
• See workspace-settings to confirm your timezone is correct (digest delivery uses it).