Notifications & Mentions
Fyncall keeps you informed about everything that matters in your inbox — new messages, escalations, @mentions, ticket updates, and more. You can receive notifications in real time within the app, via email, or both. This page covers how notifications work, what triggers them, and how to customize them to match your workflow.
How Notifications Work
When something important happens — a customer sends a message, a conversation is escalated, a teammate @mentions you — Fyncall's notification engine evaluates the event and delivers notifications through the appropriate channels based on your settings.
Toast Notifications
Toast notifications are the small pop-up messages that appear briefly in the corner of your screen. They keep you aware of events in real time without pulling you away from what you are working on.
What Triggers a Toast
| Event | When It Appears |
|---|---|
| New customer message | A customer sends a message in a conversation assigned to you |
| Escalation | The AI escalates a conversation that needs human attention |
| Assignment | A conversation or ticket is assigned to you |
| @Mention | A teammate mentions you in a conversation or ticket |
| SLA warning | A conversation or ticket is approaching its SLA deadline |
| Ticket status change | A ticket you are watching changes status |
Toast Behavior
- Toasts appear in the bottom-right corner of the inbox
- They remain visible for a few seconds, then fade automatically
- Click a toast to navigate directly to the relevant conversation or ticket
- If multiple events fire at once, toasts stack vertically
If you are handling a high volume of conversations and find toasts distracting, you can mute them temporarily from the notification settings without affecting your email notifications or notification center history.
Notification Center
The notification center is accessible by clicking the bell icon in the top navigation bar. It serves as a persistent log of all your notifications — even the ones you missed while away.
Reading Notifications
- Click the bell icon to open the notification center panel
- Unread notifications are highlighted with a purple indicator
- Each notification shows the event type, a brief description, and a timestamp
- Click any notification to jump to the related conversation or ticket
- Click Mark all as read to clear the unread indicators
Notification Badge
The bell icon displays a badge count showing the number of unread notifications. This count updates in real time as events occur and resets as you read them.
The badge count only reflects events relevant to you — conversations assigned to you, tickets you own, and threads where you were mentioned. Team-wide events do not inflate your personal count.
Email Notifications
In addition to in-app notifications, Fyncall can send you email alerts for important events. Email notifications ensure you never miss something critical, even when you are not logged into the inbox.
Configurable Events
You can enable or disable email notifications for each event type independently:
| Event | Default | Description |
|---|---|---|
| New conversation assigned | On | A conversation is assigned to you |
| Escalation | On | The AI escalates a conversation that requires human attention |
| @Mention | On | A teammate mentions you in a conversation or ticket |
| SLA at risk | On | A conversation or ticket is approaching its response deadline |
| Ticket assigned | On | A ticket is assigned to you |
| Ticket status changed | Off | A ticket you own or watch changes status |
| New customer message | Off | A customer sends a message in your assigned conversation |
| Conversation resolved | Off | A conversation you are watching is marked as resolved |
Configuring Email Notifications
- Go to Settings > Notifications
- Under the Email Notifications section, toggle each event type on or off
- Changes take effect immediately — no need to save
Turning on email notifications for New customer message can generate a high volume of emails if you handle many conversations. Consider keeping this off and relying on in-app notifications for individual messages.
@Mentions
@Mentions let you tag a specific teammate in a conversation or ticket to get their attention. When you mention someone, they receive a notification immediately and the conversation appears in their Mentions queue in the sidebar.
How to @Mention a Teammate
- In the internal note input of a conversation or ticket, type @
- A dropdown appears showing your team members
- Start typing a name to filter the list
- Click the person you want to mention, or press Enter to select the highlighted name
- Finish your note and click Save
The mentioned teammate receives:
- A toast notification in real time
- An entry in their notification center
- An email notification (if enabled in their settings)
- The conversation appears in their Mentions queue in the sidebar
Where You Can Use @Mentions
| Location | How It Works |
|---|---|
| Conversation notes | Mention a teammate in the Notes tab of a conversation |
| Ticket comments | Mention a teammate in a ticket's internal comment thread |
@Mentions are internal only. Customers never see your mentions or the notes they are attached to. This makes mentions a safe way to collaborate with your team without exposing internal discussion.
The Mentions Queue
Every agent has a Mentions queue in the left sidebar under My Work. This queue shows every conversation and ticket where you have been @mentioned and have not yet responded or acknowledged the mention.
- New mentions appear at the top
- Click a mention to open the conversation and see the note where you were tagged
- Once you respond or take action, you can dismiss the mention from your queue
Watching and Following
You can watch a conversation or ticket to receive notifications about it — even if it is not assigned to you. This is useful when you want to stay informed about an issue without taking ownership of it.
How to Watch a Conversation
- Open the conversation or ticket
- Click the Watch icon (eye icon) in the conversation header
- You are now watching — you will receive notifications for all updates
How to Stop Watching
- Open the conversation or ticket you are watching
- Click the Watch icon again to toggle it off
- You will no longer receive notifications for this item
What Watchers Receive
When you are watching a conversation or ticket, you receive notifications for:
- New customer messages
- Agent replies
- Status changes (resolved, reopened, snoozed)
- Ticket priority or assignment changes
- @Mentions within the watched item
Your watched items also appear in the Watching queue in the left sidebar under My Work.
Use watching for conversations you have escalated to another agent. You stay in the loop on the resolution without cluttering your own assignment queue.
Notification Settings
You control your notification preferences from Settings > Notifications. Here is what you can configure:
In-App Notifications
| Setting | What It Controls |
|---|---|
| Toast notifications | Enable or disable the pop-up toast messages |
| Toast duration | How long toasts remain visible before fading |
| Sound | Play a notification sound when a new event occurs |
Email Notifications
| Setting | What It Controls |
|---|---|
| Per-event toggles | Enable or disable email alerts for each event type individually |
| Digest mode | Receive a summary email instead of individual notifications (hourly or daily) |
Quiet Hours
If you do not want to be disturbed outside of working hours, you can set quiet hours:
- Go to Settings > Notifications > Quiet Hours
- Toggle quiet hours on
- Set your start time and end time
- During quiet hours, toast notifications and sounds are suppressed — but notifications still accumulate in the notification center and email alerts still send (unless also disabled)
Quiet hours are based on your local timezone, which Fyncall detects automatically. You can override it in your profile settings if needed.
Notification Flow Summary
Here is the full picture of how an event flows through the notification system:
Best Practices
- Enable email for escalations and @mentions — These are time-sensitive events that you should not miss, even when you are away from the inbox.
- Turn off email for individual messages — Rely on in-app notifications for message-level updates to avoid email overload.
- Use @mentions instead of verbal handoffs — When you need a teammate's input, @mention them in a note. It creates a traceable record and puts the conversation in their Mentions queue.
- Watch conversations you care about — If you escalated a conversation or want to follow up on a resolution, watch it rather than asking for status updates.
- Set quiet hours if you have shifts — Prevent after-hours notification noise while still capturing everything for when you are back online.
- Check the notification center daily — Even with toasts enabled, it is easy to miss events during a busy day. A quick scan of the notification center catches anything that slipped by.
What's Next?
- Managing Conversations — Learn how to assign, snooze, and resolve conversations
- Keyboard Shortcuts — Speed up your workflow with shortcuts for common actions
- Conversation Queues — Understand how queues like Mentions and Watching organize your work