# Desktop Notifications

Desktop Notifications help you stay updated on important CRM activity in real time, even when you are working across tabs or not actively viewing the CRM screen.

Once enabled, notifications will appear as desktop pop-ups on your screen with a short subject and summary, so you can quickly understand what needs attention and act faster.

This feature is designed to help you:

* stay on top of new conversations and assignments
* respond faster to incoming messages and mentions
* avoid missing important SLA reminders and escalations
* get timely visibility into incoming calls and call-related actions
* reduce the need to constantly monitor the CRM manually

***

### How to enable Desktop Notifications

You can enable Desktop Notifications from your profile settings.

#### Steps

1. Open **Profile Settings**
2. Scroll to the **Notifications** section
3. Review the list of available notification types
4. Turn **on** the notifications you want to receive
5. Turn **off** any notifications you do not want\
   \
   This gives you full control over the type of updates you want to see, so you can reduce noise and keep only the alerts that matter to you.

<figure><img src="/files/kwuHT14MjMQQpC8OsJVL" alt=""><figcaption></figcaption></figure>

***

### Available notification types

You can choose from the following notification types:

#### Conversation notifications

* **New conversation created**\
  Receive a notification when a new conversation is created.
* **Conversation assigned to me**\
  Receive a notification when a conversation is assigned to you.
* **New message in an assigned conversation**\
  Receive a notification when a new message is received in a conversation assigned to you.
* **Conversation auto resolved**\
  Receive a notification when a conversation is auto-resolved.
* **Conversation opened from waiting or follow-up**\
  Receive a notification when a conversation moves back to an active state from waiting or follow-up.

#### Mentions and team notifications

* **You are mentioned (@tagged) in a chat**\
  Receive a notification when someone mentions you in a chat.
* **Ticket assigned to your team**\
  Receive a notification when a ticket is assigned to your team.

#### SLA notifications

* **FRT breach reminder**\
  Receive a reminder before or around a First Response Time breach.
* **Resolution time breach reminder**\
  Receive a reminder for an upcoming or active resolution time breach.
* **NRT breach reminder**\
  Receive a reminder for an upcoming or active Next Response Time breach.
* **FRT breach escalation**\
  Receive a notification when a First Response Time breach is escalated.
* **Resolution time breach escalation**\
  Receive a notification when a resolution time breach is escalated.
* **NRT breach escalation**\
  Receive a notification when a Next Response Time breach is escalated.

#### Calling notifications

* **Incoming calls**\
  Receive a notification for incoming calls.
* **WhatsApp call permission accepted**\
  Receive a notification when WhatsApp call permission has been accepted.

***

### What the notification shows

Each desktop notification includes:

* a **subject**
* a short **content summary**

This helps you quickly understand the update without needing to open the CRM immediately.

***

### Best practices

To make the most of Desktop Notifications:

* enable only the notifications relevant to your role
* keep assignment and mention notifications on if you actively manage conversations
* enable SLA reminders and escalations if you are responsible for response timelines
* enable call-related notifications if you handle voice workflows

***

### Why use Desktop Notifications

Desktop Notifications are useful when you want quicker visibility into important CRM activity without needing to constantly stay on the analytics or inbox screen.

They are especially helpful for:

* agents managing active conversations
* team members handling urgent assignments
* users tracking SLA-sensitive tickets
* teams handling incoming calls and call permissions

***

### Note

Desktop Notifications can be configured individually, so you can personalize your experience based on the type of work you do in the CRM.


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