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AurionAI

Notification preferences

3 min readBy Emmanuel Yazbeck

AurionAI notifies agents and customers when something happens, for example when a conversation is assigned or an SLA deadline passes. On the Notification Preferences page you see the notification events for agents and for knowledge base reviews, and choose how each one reaches you: in the notification bell, by email, or both.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

This page is about dashboard and email notifications. Phone calls to requesters are set on a different page: read Voice notifications. To send events to another system, read Notification webhooks.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied on the configuration pages.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • Emails need a connected mailbox. Read Connect an email mailbox.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the System category.
  3. Select Notification Preferences.

The page has two tabs: Agent and KB Review. Each tab lists its events, with one switch per channel.

The Notification Preferences page on the Agent tab.

Who the switches apply to

The switches apply to you only. They do not change what other users receive. Each user sets their own notifications in their profile. Read Your profile and preferences.

Emails to customers and to the people in copy have no switches on this page. To change their text, read Notification templates.

An event marked Transactional shows Always on in the email column. Its email is always sent.

Choose how an event reaches you

  1. Select the Agent tab.
  2. Find the event, for example Conversation assigned to me.
  3. Turn the switch in the In-App column or the Email column on or off.

AurionAI saves the change at once and shows a confirmation. Every switch is on until you turn it off.

To change the text of an event, select Edit in its row. Read Notification templates.

Get routine emails as a digest

The Digest Mode card is on the Agent tab.

  1. Turn on Enable digest mode.
  2. In Digest interval, select an interval from 15 to 480 minutes.
  3. Select Save.

AurionAI shows Digest settings saved. Routine emails, such as Note added to conversation and New reply on watched conversation, then arrive together in one email at the interval you choose. Urgent emails, such as assignments, mentions, contact replies and SLA alerts, still arrive at once. The notification bell is not affected.

Hold emails during quiet hours

The Quiet Hours card is on the Agent tab.

  1. Turn on Enable quiet hours.
  2. Enter the Start time and the End time.
  3. Select Save.

AurionAI shows Quiet hours saved. The window uses the time zone of your profile. During the window, AurionAI holds your notification emails, including SLA alerts. When the window ends, it sends them together, within about half an hour. The notification bell still shows every notification at once. Quiet hours win over the digest.

Result

A change applies to the next notification that AurionAI sends. Emails that are already held or batched keep their timing.

If something goes wrong

  • No notification events configured. The events are created when your organization is set up. Contact support. Read Get help.
  • An agent gets emails that you turned off. The Agent switches apply to you only. The agent turns them off in their own profile.
  • An email did not arrive. Look for it in the delivery log. Read Delivery log.

Still stuck? Submit a request or .