Two settings decide what reaches you: your presence, which tells routing whether to offer you new conversations, and your notification choices, which decide how you're told about activity.

Set your presence

Your presence decides whether new conversations are offered to you: Online, Busy or Offline.

1. 1Online
2. 2Busy
3. 3Offline

1. Select your avatar at the bottom of the rail to open the user menu.

2. Open Your presence.

3. Choose Online, Busy or Offline.

Status	Effect
Online	You can be offered the next conversation, up to your limit.
Busy	You want a pause. New conversations aren't offered to you, because automatic assignment only offers work to online agents. Conversations you already hold stay yours, and one that is reopened comes back to you. The live board shows busy agents separately from online ones.
Offline	New conversations aren't routed to you.

When you're offline a banner above the list reads "You're offline — new conversations won't be routed to you." and a Go online button is beside it. If your queues return tickets from offline agents, the banner also says how long you can stay offline before your open conversations go back to their queues. Snoozed tickets stay with you. See Queues and routing.

Your choice is remembered and restored when you come back, because closing the browser would otherwise show you as offline in routing. It's stored for your account on that browser.

Your limit on open tickets is set per agent; Your load under the list on Mine shows where you are. See Agents and capacity.

The notification bell

The bell in the rail lists your notifications. A badge shows unread ones. Select Mark all read, dismiss single items, or Load older. Opening one takes you to the conversation.

The bell lists what happened to you, such as a conversation assigned to you; open one to go to it.

1. 1Mark all read
2. 2A notification

You're notified when:

• A ticket is assigned to you.
• A colleague transfers a conversation to you, or moves one on someone's behalf.
• A customer writes on a conversation assigned to you, unless you've muted it.
• A colleague mentions you in a note.
• An SLA clock is running out, or has been missed.
• A campaign finishes sending, or a WhatsApp template's status changes.

The browser tab's title also shows your unread count, for example (3) Conversations.

Choose what you get

At the bottom of the bell's panel:

• Enable notifications is the master switch.
• Assignments to me and New messages choose which kinds you get.
• Play a sound turns the sound on or off. It's on by default.

These choices belong to you and are kept per account on that browser.

If your browser blocks notifications, the panel says so: "Browser notifications are blocked. You'll still see them in-app." Allow them in your browser's site settings to get desktop alerts.

The inbox listens everywhere

Notifications arrive while you're in other parts of Natiq, such as Agent Builder, not just in the Inbox, so a new message still pings.

Assign a conversationHow work ends up with you.Set your reply signatureYour other personal inbox setting.