Notification preferences

Ochre fires nine kinds of notifications. For each kind you control three channels (in-app, email, Slack) and the cadence (instant, hourly, daily). Settings are personal, not workspace-wide. Each user tunes their own.

Open Settings → Notifications in your profile menu.

The nine kinds

| Kind | Fires when | |---|---| | mention | Someone @mentions you in an internal note. | | assignment | A conversation is assigned to you. | | conversation_reply | A conversation you are assigned to gets a new customer reply. | | sla_warning | An SLA on your assigned conversation is approaching breach. | | sla_breach | An SLA on your assigned conversation has been breached. | | dispatch_failed | An outbound message failed to send (bounced, rejected). | | csat_low | A CSAT response of low score on your conversation. | | new_unassigned | A new conversation arrives with no assignee. | | ai_auto_sent | The AI agent sent a reply on your behalf. |

The three channels

• In-app: shows in the bell at the top of Ochre and in the side panel.
• Email: sent to your account email. Subject line is descriptive.
• Slack: DM via the Slack integration. Only appears if you have connected your account; see slack-integration.

You can have any combination on. Most agents leave in-app on for everything, email on for high-signal events (mentions, assignments, SLA breaches), and Slack on for the same set as email.

Cadence

Three options per kind:

• Instant: notification fires immediately when the event happens.
• Hourly: events queue up and dispatch once an hour. The hourly digest is one email summarizing all events of that kind in the last hour.
• Daily: events queue up and dispatch once a day. The daily digest groups all non-instant kinds into a single email per day, per user. See digest-cadence.

In-app notifications are always instant; cadence applies to email and Slack only.

Recommended starting setup

If you are unsure where to start, this is a sensible default for an agent:

| Kind | In-app | Email | Slack | Cadence | |---|:-:|:-:|:-:|---| | mention | yes | yes | yes | instant | | assignment | yes | yes | yes | instant | | conversation_reply | yes | no | yes | instant | | sla_warning | yes | no | no | instant | | sla_breach | yes | yes | yes | instant | | dispatch_failed | yes | yes | no | instant | | csat_low | yes | yes | no | daily | | new_unassigned | yes | no | no | daily | | ai_auto_sent | yes | no | no | daily |

This catches you on the things that block customers (mentions, assignments, breaches, dispatch failures) immediately and rolls up the lower-signal events into a daily digest.

For managers

If you mostly care about queue health rather than individual conversations:

• Turn off conversation_reply and assignment (you are not on the front line).
• Turn on sla_breach, csat_low, and new_unassigned.
• Set most kinds to daily so you get one digest in the morning.

Muting a single conversation

If a particular conversation is generating noise, you can mute it without changing global preferences. Open the conversation, click the bell icon, Mute. Mentions still notify; replies and SLA changes do not. Unmuting is one click.

When notifications stop firing

If you stop getting notifications you expected:

1. Check your global preferences for the kind in question.
2. Check whether the conversation is muted.
3. Check that you are actually assigned (the assignment and conversation_reply kinds fire only for the assignee).
4. For Slack: confirm the integration is connected under your profile.
5. For email: check spam and confirm your account email is correct.

What to do next

• Tune digest-cadence for the daily digest details.
• Connect slack-integration if you want Slack DMs.
• See mentions for how @mentions work in notes.