Which notifications there are
MuseRelay lets you know about anything that needs your attention in two ways: with the panel bell (top right) and, if you want, by email. You choose which notifications you get and how.
| Notification | When it arrives | Email (if you turn it on) |
|---|---|---|
| New unassigned conversation | A customer starts a conversation and nobody is handling it yet (the AI is not replying). | Hourly summary |
| Message in an unassigned conversation | New messages in conversations with nobody assigned. | Daily summary |
| Message in one of my conversations | New messages in conversations assigned to you. | Hourly summary |
| A conversation is assigned to me | Someone on the team assigns you a conversation. | Right away |
| New lead | A website visitor leaves their contact details. | Hourly summary |
| Qualified lead | A lead completes the key qualification details. | Right away, with the lead summary |
| Lead going cold | A lead in a "hot" board column has had no activity for several days. | Daily summary |
| New ticket | A support ticket is opened in one of your inboxes. It goes to the assigned person or, if none, to owners, admins and supervisors; never to whoever creates it by hand. It is marked as read when you open the ticket. | Hourly summary |
Lead notifications (new, qualified and going cold) go to the workspace owner; conversation notifications go to whoever is concerned, as shown in the table below.
Important system notifications (for example a GDPR data erasure request or a transferred call nobody answered) are always sent and cannot be turned off.
If you are an owner or admin, we also email you when AI credits are running low or have run out. You will find them under Preferences → Account emails; see AI credits: alerts and what happens if they run out.
The bell only rings when a person is needed
If your AI Agent is handling a conversation, messages arrive silently in the inbox and the bot replies: notifying you of every message the AI is already resolving would just be noise.
| Situation | Notifies? | Who |
|---|---|---|
| The AI is answering the conversation | ❌ No | — (the message arrives in the inbox and the bot replies) |
| Conversation assigned to a person | ✅ Yes | The assigned person |
| AI paused or conversation under human control | ✅ Yes | The assigned person |
| Unassigned conversation with no active AI | ✅ Yes | Workspace owners, admins and supervisors |
It works the same on every channel: WhatsApp, Instagram, Messenger, Email and website chatbots.
No spam
- One notification per conversation: if a customer sends five messages in a row, you see a single notification with the counter ("You have 5 new messages").
- One notification per lead: the "lead going cold" notification is updated instead of repeated.
- Notifications that are not about a conversation (leads, board…) are listed one by one.
- If a conversation is deleted, its notifications go with it.
Phishing and suspicious emails
On the Email channel, MuseRelay checks every email for scams:
- Possible phishing (red label): it arrives in the inbox with its warning, but the bell does not ring, so a scammer does not interrupt you.
- Suspicious (amber label): it does notify you, because it may be legitimate and you should check it.
If an email flagged as phishing was genuine, click “Not phishing” on the warning: later emails from that sender will notify you as usual.
Email notifications, without flooding your inbox
By default we only email you when a lead is qualified. You can turn on email for any other notification in your preferences. You do not get one email per notification: each type has a priority.
- Right away: urgent ones (a conversation is assigned to you, a lead is qualified). If several arrive at once, they are grouped into one email.
- Hourly summary: a single email with everything from that hour.
- Daily summary: a single email at 9:00 (Spain time).
Anything you have already seen in the bell is not emailed again, and if you turn email off before the summary goes out, it is not sent. Emails are sent in your account language.
Where to see and configure them
- Click a notification: it is marked as read and takes you to the right place (the conversation, the leads board…). Opening the conversation from the inbox also clears its notifications, and while it is open no new notifications are created for it.
- View all: at the bottom of the bell. Opens a page with every notification listed separately, with an "Unread / All" filter.
- Mark all as read: also at the bottom of the bell.
- Delete: in View all, the bin icon on each notification deletes it, and Delete all removes them all (after confirming). It only affects your own notifications, not the rest of the team's.
- Preferences: in View all → Preferences. For each notification choose bell and/or email; under the email switch you can see whether it is sent right away, hourly or daily.
Menu counters
Besides the bell, the Management menu shows next to Tickets how many tickets have something new for you (just opened or with a new customer message you have not seen), with a red dot on "Management" when the dropdown is closed. It works like email: when you open the ticket the number goes down (for example from 2 to 1) and it updates on its own, without reloading the page. Each team member has their own counter. What is still pending resolution is shown in each inbox's figures (open, in progress, waiting for customer).
Language
Notifications and emails are sent in your account language. When you sign up it is taken from the website or your browser, and you can change it in your profile.