When something needs a person, the system tells you in two ways at once: the bell in the admin and an email. This article explains what is notified, who receives it, and how often.
The bell
The bell sits at the top of the admin. The red number on it is how many notifications you have not read.
- Press the bell to open the Notifications list. Newest first; unread ones are in bold with a dot on the right.
- Press a notification to go straight to what needs doing: the request, the chat, the Channels, Usage, Plan or Customer data screen. That notification is marked as read.
- To clear all unread marks, press Mark all as read.
"Read" is per person: once you read something, your colleagues still see it as unread.
While the admin is open, notifications about requests, chats, channels, AI limits and data requests appear at once, without reloading.
What is notified, and to whom
| On the bell | When | Who receives it |
|---|---|---|
| New request REQ-0001 | The AI assistant just created a request after the customer confirmed | Owner, managers, staff |
| A customer wants a call back | A customer wants to be called or messaged back | Owner, managers, staff |
| A chat needs staff attention | The assistant handed a customer to staff; the customer wrote again while staff are handling it; or a message could not be delivered | Owner, managers, staff |
| Nhà xe ABC has disconnected (your channel's name) | A channel lost its connection or access was removed; it needs Reconnect | Owner, managers |
| 80% of this month's AI limit is used, This month's AI limit is used up: the assistant hands customers to staff | AI spending this month reached 80% and 100% of the limit | Owner, managers |
| 80% of this month's AI conversations used, No AI conversations left this month: new customers go to staff | The plan's AI conversations reached 80% and 100% | Owner, managers |
| A customer's data request is due soon, A customer's data request is overdue | A customer asked to see or delete their data, and the answer is due in less than 3 days, or the request is past its completion date | Owner, managers |
| Your plan ends within 7 days, Your plan ends tomorrow, Your plan has ended: 7 days left to renew, Your business moved to the Free plan | A paid self-service plan is about to end, has ended, or moved back to Free | Owner, managers |
Assistant editors also see the first three notifications of the table on the bell, but do not get the emails. On a Managed plan (set up by COREBIZS), using up the contract's conversations brings All AI conversations in the contract used this month: the assistant keeps answering, and the extra is charged under the contract.
How often
- Each event is notified once: one request, one notification; one hand-over to staff, one notification.
- While a staff member handles a chat and the customer keeps writing, the system alerts at most once per hour for that chat, so you are not disturbed again and again.
- A channel disconnecting: one notification each time the channel fails.
- AI limit and AI conversations: one notification per level (80%, 100%) per month.
- Data requests: checked every night at 02:30; each request is notified once when due soon and once when overdue.
- Plan renewal: checked every day at 08:05; you are told 7 days before, 1 day before, when the plan ends and when it moves to Free.
Emails
At the same time as the bell, the people listed above get an email in the language they chose (Vietnamese or English). Example subjects: "New request REQ-0001", "A conversation needs staff attention", "A customer asks to be contacted".
Emails contain no customer information (name, phone number, message text). They only carry the business name, the time, the request code and a link to the admin. To see the details, follow the link and sign in.
No email? Check the Spam or Promotions folder. The bell in the admin always has the notification, even when the email has not arrived.
Not available yet
- Notifications via Zalo or Telegram: not available yet. For now there is the bell in the admin and email. Workaround: keep the admin open on your phone, or turn on email notifications on your phone.
- Turning off one kind of notification: not available yet.
- Push notifications on the phone while the admin is closed: not available yet.
See also: Answer customers in Chats, Handle requests, Customer data.