How to Set Up Notifications

Converge uses two types of notifications to keep you informed about customer messages and important updates.

Push notifications: Browser-based push notifications that appear on your device even when Converge isn't in the foreground. These are the fastest way to learn about new messages.

In-app notifications: A notification bell inside Converge that shows unread counts and recent events. These include assignment alerts, role changes, and integration events. They're always available and don't require any setup.

What triggers notifications:

• New messages: When a customer sends a message in an assigned conversation
• Assignments: When a conversation is assigned to you (via auto-routing or manual assignment)
• Role changes: When your role is updated (e.g., promoted to Admin)
• Integration events: Platform connection changes or errors

Muting specific customers: If a particular customer sends too many low-priority messages, you can mute notifications for that customer. The conversation still appears in your inbox, but you won't get push notifications for each message.

Push notifications require browser permission. Here's how to enable them.

First-time setup:

1. Open Converge in your browser
2. Look for a notification permission prompt (usually in the address bar)
3. Click "Allow" to grant permission

If you previously blocked notifications: You'll need to unblock in your browser settings:

• Chrome: Settings → Privacy and security → Site Settings → Notifications → find useconverge.app and set to "Allow"
• Firefox: Settings → Privacy & Security → Permissions → Notifications → find useconverge.app and set to "Allow"
• Safari: Safari → Preferences → Websites → Notifications → find useconverge.app and set to "Allow"

PWA (Progressive Web App): If you've installed Converge as a PWA on your device, notifications work like a native app. Make sure notifications are enabled both in your browser settings and your device's notification settings.

Rate limiting: To avoid notification spam, Converge limits push notifications to 10 per minute per agent. If you're receiving a high volume of messages, some may be batched.

After enabling push notifications, verify they're working correctly.

Test push notifications: Ask a colleague to send you a test message (or send one from a test customer account). You should receive a push notification on your device within seconds.

What push notifications show:

• Customer name and a preview of their message
• The platform the message came from (Telegram, WhatsApp, etc.)
• Click the notification to open the conversation directly

Common issues:

• No notifications: Check browser permissions. Also verify your system's Do Not Disturb mode is off.
• Delayed notifications: Push notifications depend on your browser's service worker. If the browser is fully closed (not just minimized), notifications may be delayed.
• Notifications but no sound: Check your system's notification sound settings, not just the browser.

In-app notifications appear in the notification bell inside Converge.

Viewing notifications: Click the bell icon to see recent notifications. Each notification shows the event type, relevant details, and a timestamp. Unread notifications show a count badge on the bell.

Managing notifications:

• Mark as read: Click a notification to mark it as read and navigate to the relevant conversation or setting
• Mark all read: Click "Mark all as read" to clear the unread count
• Clear notifications: Clear old notifications to keep the list manageable

Muting a customer: To stop receiving push notifications for a specific customer, open their conversation and click the mute option. You'll still see their messages in your inbox — you just won't get push notifications for each one. This is useful for chatty or low-priority contacts.

Success indicator: When you receive timely push notifications for new customer messages — and you're not overwhelmed by noise — your notification setup is working well.