Notifications
What it is
Threadline tells you when something needs your attention, in two ways:
- The bell at the top of every page (inside the app).
- Email.
Settings, Notifications is a small table where you choose, for each kind of event, whether you want the email, the bell, both, or neither. Your choices are yours alone: they never change anyone else's.
The problem it solves
A busy workspace produces many events. Some people want every customer message by email; others only want the urgent ones. Notifications that are too many get ignored, and too few mean a customer waits. The table lets each person find their own balance.
How it works
Each row is an event. Each column is a way to hear about it.
| Event | Who can receive it |
|---|---|
| A customer writes in a conversation assigned to you | The person it is assigned to |
| A teammate mentions you in a note | Anyone |
| The AI hands a conversation to a person (escalation) | Team |
| A customer has waited too long | The person handling it, or the team |
| A campaign finished | Admins |
| An automation run failed | Admins (at most once an hour per automation) |
| A WhatsApp number's quality dropped | Admins |
| The AI provider is not working | Admins |
| Deals of yours are due for a follow-up | Deal owners (a daily message at 08:00) |
You only see the rows that apply to your role.
| Column | Meaning |
|---|---|
| Sent to the address on your profile. | |
| In the app | Shown in the bell. |
| Browser | Greyed out: browser push notifications are not available yet. |
Tick or untick, then click Save.
Some alerts always keep the bell: a number's quality dropping and an AI provider problem. They matter too much to switch off completely. And an event you never changed keeps working as it always did, so nobody loses a notification by accident.
The weekly summary
Every Monday at 08:00 (server time), each Admin gets one email summarising the past week against the week before: conversations, messages, new contacts, median first reply and the share the AI handled alone.
Good to know
- Billing emails (receipts, payment failures, plan changes) are account mail and are always sent. They are not in this table.
- On/off for the escalation email can also depend on a platform-wide setting held by the person who runs your installation.
Common questions
I get too many emails. Untick Email for the noisy rows. Keep In the app so nothing is missed.
I never get anything. Check the address on your profile, and look in your spam folder. If the bell works but email does not, the platform's mail may be switched off; ask whoever runs your installation.
Why can I not tick Browser? Browser push is not available yet.