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Overview

Settings → Notifications decides what pings you, and whether it keeps pinging. Everything here follows your account across web, desktop and mobile.

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Rules

A rule reads like a sentence, and each underlined word is a choice:
When a Website chat conversation that’s mine or unassigned is unanswered after 1 min, keep reminding me every 1 min with a toast, desktop and chime any time until it’s answered.
Click New rule and start from a template, or Start from scratch:
  • Channels: website chat, SMS, email, iMessage and Slack.
  • Whose: mine, mine or unassigned, my team’s, or anyone’s.
  • Once or keep reminding: notify once, or repeat every 1 to 60 minutes until it’s answered.
  • How: toast, desktop, chime and phone push.
  • When: any time, while you’re available, or while you’re on call (when your workspace has an on-call rota).
More options adds a name, a sound, snooze choices, a limit on reminders, filters on the conversation, and Escalate: if it’s still waiting after a set time, also notify whoever is on call, a team, or people you pick. Send a test sends a reminder from the rule as it stands, without saving it. A reminder offers Reply and Snooze.

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Built-in notifications

Under your rules, four built-in notifications each have their own switch and delivery: New emails (on channels you’re assigned to), Task assignments, Voicemails and Recommendations. Click one to pick how it reaches you: toast, desktop, chime or phone push.
A2P registration-status notifications are transactional and always delivered. There’s no switch for them.

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Browser notifications

Enable browser notifications lets Custral notify you when the tab isn’t focused. This is a per-browser / per-device permission (not saved to your account). If it’s blocked, re-enable it in your browser’s site settings.

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Notification sounds

The Notification sounds card (same tab) sets the sound for an Incoming call and a New conversation. A preset or a custom upload, with a preview. The sound choice syncs to your account; the Play sounds on this device switch is per-device.

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Troubleshooting

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.