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Wiredesk tells you when an agent needs you: a new lead, a visitor asking for a person, a message taken, or your monthly limit getting close. Every one of these is also in the dashboard. Notifications only decide whether you are told. Set them under Settings → Notifications.

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Events

All six are on by default, sent by email.

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What each one says

  • New lead: “New lead: name”, with their email and phone. Links to Inbox → Leads.
  • Someone asked for a person: “Someone asked for a person (reason)”. It links to the conversation, and your reply there reaches the visitor straight away. If the visitor asks again before anyone joins, the next notification reads “Still waiting for a person — asked n times”. You get at most one of these every five minutes for the same conversation. See Take over a chat or email.
  • Message taken: “New message from name (contact)”, with the message itself. Links to the conversation.
  • Weekly results: “Your week with Wiredesk: 82% resolved, 14 h saved”. The email has the six Results figures for last week (Monday to Sunday, UTC), each with the week before and the change, the five most common topics, and up to five unanswered questions that are still open, each linked to where you can answer it. Questions are shown with links taken out, as [link], since they can be a customer’s own words. It goes out from Monday afternoon UTC (on a busy week some arrive later in the week), once a week, and only when your agents had at least one phone, chat or email conversation that week. It is email only, so it has no delivery menu.
  • 80% of your monthly limit and Monthly limit reached: where you stand against your limit, with a link to Billing. On Free without a card, they count against the free usage instead. Each is sent at most once per month. See Spend cap.

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Choose how you are told

Each event has a switch and a delivery menu:
1

Open Settings → Notifications

Every notification email also links here at the bottom.
2

Turn an event on or off

Use the switch on its row. Off means you are not told. The event still shows on the dashboard.
3

Pick how it is sent

Email, Text, or Email and text. Changes save as soon as you make them.
Owners and admins can change these settings. They apply to the whole workspace.

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Where they go

  • Email goes to the workspace owner’s email address. Each email has an Open it in your dashboard → link.
  • Text goes to the transfer number of the agent involved: the number in Transfer calls to a person, under Agents → your agent → Handoff. See Transfer calls to a person. A text is the one-line summary with no link.
A notification set to Text is never dropped. If it can’t go out as a text, it arrives by email instead, at the same address Email uses. That happens when:
  • texting is not available on your workspace (the card says so),
  • the agent involved has no transfer number, or
  • the event has no agent to text from. The two monthly limit notices are about the workspace, so they always arrive by email when set to Text.
If a notification is set to Email and text and the text can’t go out, you still get the email.

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What is not a notification

There is no notification feed inside the app. People waiting for you and unread messages the agent took are listed under Needs you in the Inbox, with a count of them beside Inbox in the sidebar, and the newest are on the dashboard. Leads are on the Inbox’s Leads tab.