> ## Documentation Index
> Fetch the complete documentation index at: https://wiredesk.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Notifications

> Choose which events reach you by email or text: new leads, requests for a person, messages taken, and monthly limit warnings.

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**.

## Events

| Event                         | When it is sent                                                        |
| ----------------------------- | ---------------------------------------------------------------------- |
| **New lead**                  | The agent captured a name and a way to reach someone.                  |
| **Someone wants a human**     | A visitor asked to be put through, or the agent gave up.               |
| **Message taken**             | The agent couldn't answer and took a message instead.                  |
| **80% of your monthly limit** | Sent once a month, while there is still time to raise it.              |
| **Monthly limit reached**     | Conversations pause until you raise the limit or the month rolls over. |

All five are on by default, sent by email.

### What each one says

* **New lead:** "New lead: *name*", with their email and phone. Links to **Inbox → Leads**.
* **Someone wants a human:** "Someone wants a human (*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 human — asked *n* times". You get at most one of these every five minutes for the same conversation. See [Take over a chat or email](/docs/workspace/conversations#take-over-a-chat-or-email).
* **Message taken:** "New message from *name* (*contact*)", with the message itself. Links to the conversation.
* **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](/docs/account/spend-cap).

## Choose how you are told

Each event has a switch and a delivery menu:

<Steps>
  <Step title="Open Settings → Notifications">
    Every notification email also links here at the bottom.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Pick how it is sent">
    **Email**, **Text**, or **Email and text**. Changes save as soon as you make them.
  </Step>
</Steps>

Owners and admins can change these settings. They apply to the whole workspace.

### 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. You set it under **Agents → your agent → Channels → Phone**. See [Hand calls to you](/docs/actions/hand-calls-to-you). 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.

## What is not a notification

There is no notification feed or badge inside the app. People waiting for you and unread messages the agent took are listed under **Needs attention** on the [dashboard](/docs/workspace/dashboard). Leads are in the [Inbox](/docs/workspace/inbox).

## Related

* [Dashboard](/docs/workspace/dashboard)
* [Conversations](/docs/workspace/conversations)
* [Request a human](/docs/actions/request-a-human)
* [Spend cap](/docs/account/spend-cap)