Today, every message, order and confirmation sends a notification. If you look after a large number of customers, that adds up fast and the important updates can get lost in the noise. With notification management, you decide what matters — for example, getting notified about everything for a brand-new customer, but only about messages for a long-standing one.
⚠️ This only changes your push notifications and unread badge. Every message, order and confirmation still appears in the chat as normal — nothing is hidden or deleted.
Notification types
Toggle | What it covers | Default |
Text and media messages | Chat messages, photos, files and emails pulled into the chat | On |
New orders | New orders, order edits and cart updates | On |
Order confirmations | Order confirmations sent in the chat | On |
✨ Each can be switched on or off individually.
Set your default for all customers
Your default setting applies to every customer, unless you've set something specific for that customer (see below).
On web: go to Settings > User profile > Notification preferences
On mobile: go to Settings > Notifications
Use the toggles to switch Text and media messages, New orders and Order confirmations on or off
Select all at the top switches all three on or off at once. Changes save instantly — there's no save button.
Override the setting for a specific customer
You can set different notification rules for any individual customer.
On web:
Go to the Customers tab
Open the customer's data drawer
Select the Notifications tab
Tick Enable individual chat notifications
Adjust the toggles as needed — while this box is unticked, the toggles are greyed out and simply show your default settings
On mobile:
Open the customer's chat
Tap Chat settings
Select the Notifications tab
Tick Enable individual chat notifications and adjust the toggles
Good to know
Your unread badge follows your settings. If a type is off, it no longer adds to your unread count — the activity still appears in the chat, it just doesn't count as unread.
Settings are personal. Muting orders for a customer doesn't change anything for your colleagues in the same chat. If you want to share unreads with your team, see “Share unread chats with your team” below.
Settings sync across devices. Set it on web and it's the same on mobile, and vice versa.
Some activity is always silent, regardless of your settings — it still appears in the chat but never pings you or counts as unread:
Campaign messages sent to your customers
Chat housekeeping events (someone added to or removed from a chat, a chat created or renamed, chat requests, order guide requests)
Mark as unread still works, even for a type you've switched off — You can still mark any message as unread, even a type you've switched off. The chat shows in your unread filter so you can come back to it.
Share unread chats with your team (Team Unreads)
By default, unread status is personal: if a colleague reads a customer’s message, it stays unread for you. With Team Unreads, everyone on your team who opts in shares one unread count per chat. A chat stays unread for the whole team until someone deliberately clicks Mark read for team. Simply opening the chat no longer clears it.
This helps you to:
See what has been handled. Colleagues no longer answer the same message twice or chase something already dealt with.
Avoid false “done” signals. A quick look at a chat no longer makes an order or question appear handled.
Agree what needs attention. The whole team uses the same notification categories, so a chat counts as unread for everyone or for no one.
Personal mode vs team mode
What you do | Personal mode (default) | Team mode |
Open a chat and scroll to the new messages | The chat is marked as read for you | Nothing changes; the chat stays unread for the team |
Clear a chat | Automatic, or hover over the chat and click the read icon | Click Mark read for team (floating button in the chat, or the read icon when hovering over the chat list) |
Mark a message as unread | Mark as unread in the message menu | Mark as unread for your team in the same menu |
Unread badges and counts | Your own | Shared with everyone who has opted in |
What counts as unread | Your personal notification categories | The team categories chosen by an admin |
Set up Team Unreads
Setup takes two steps: an admin chooses what counts for the team, then each team member opts in.
Step 1 (admins): choose what counts towards the team’s unreads
On web, go to Settings and open the Notifications card (“Manage your team order notification preferences”). Only admins can see this card.
Under Team chat notification preferences, switch on the categories the team should be notified about:
Text and media messages
New orders
Order confirmations
Click Save.
⚠️ These categories decide which messages make a chat unread for the team. They replace the personal choices of every team member who has opted in.
Admin setup is available on web only.
Step 2 (each team member): turn on team mode
✨ While team mode is on, your personal category toggles are greyed out and show the team’s settings instead. Your marketing campaign preferences are not affected. To go back to personal unreads, switch the toggle off (and save on web).
On web:
Settings > User profile > Notification preferences
Switch on Opt-in to team chat notifications
Read the confirmation message (“Notifications and unread counts will be shared across the team. Marking a chat as read clears it for everyone opted in. You can turn this off anytime.”) and click Enable
Save your profile
On mobile:
Go to Settings > Notifications
Switch on Opt-in to team chat notifications
Read the confirmation message (“Notifications and unread counts will be shared across the team. Marking a chat as read clears it for everyone opted in. You can turn this off anytime.”) and click Opt-in
On web, save your profile
Use Team Unreads in your chats
Mark a chat as read for your team
On web
Click the floating Mark read for team button in an open chat, or hover over the chat in the chat list and click the read icon.
On mobile
Tap Mark read for team in the chat, or swipe the chat to mark it as read from the chat list.
Mark a message as unread for your team
On web
Open the message menu (three dots) and select Mark as unread for your team.
The selected message and everything after it become unread for the team.
On mobile
Open the message actions by long pressing on the message and select Mark unread for team.
The selected message and everything after it become unread for the team.
See who has read a message
Unread dots: inside a chat, each unread message has a small dot next to its timestamp, so you can see exactly which messages nobody has cleared yet.
Seen by: for messages that have already been read, team mode shows Seen by with the teammates who have read them.
✨ If a new message arrives while you are clicking Mark read for team, the chat stays unread and you will see “A new message arrived, so this chat is still unread.” This prevents anyone from accidentally clearing a message they have not seen.
FAQ
Do I need to do anything at launch?
No. Everything is on by default, so nothing changes until you adjust your settings. The only difference you'll notice is fewer notifications for campaigns and chat housekeeping events.
If I turn something off, will I miss the message?
No. It still appears in the chat — you just won't get a push notification, and it won't count towards your unread badge.
Which setting wins, my global setting or my customer setting?
The customer setting, as long as Enable individual chat notifications is ticked for that customer.
Does changing my settings affect my colleagues?
Not by default. Settings are personal, unless you opt in to Team Unreads. See “Share unread chats with your team” above.
Can I have different settings on my phone and laptop?
No. Your settings are tied to your profile and sync across all your devices.
I turned a type off — why do I still see old unreads?
Settings apply to new activity from the moment you change them. Anything already counted as unread stays until you read it.
Who can choose which messages count towards the team’s unreads?
Admins only, on web, in Settings > Notifications.
Can I go back to personal unreads?
Yes. Switch off Opt-in to team chat notifications in your notification preferences at any time.
Do admins follow these settings too?
Yes. Admin users' push notifications respect the same preferences.
Does this change email or WhatsApp order notifications?
No — those aren't affected.