Notifications & Alerts

Savena delivers real-time notifications across four channels so you never miss an important message or event. Configure each channel independently from Profile → Notification settings.

Notification channels

• Sound — play an audio alert when new messages arrive
• Browser — desktop push notifications from your web browser
• Mobile — push notifications on the mobile app
• Email — email alerts for messages and events when you are away

Sound notifications

Choose when sound alerts play:

• Assigned only — sound plays only for conversations assigned to you
• Assigned or unassigned — sound plays for your conversations and unassigned ones
• None — no sound notifications

Browser, mobile, and email notifications

For browser, mobile, and email notifications, choose your notification level:

• All — receive notifications for all conversation activity
• Assigned and mentions — only for conversations assigned to you or where you are @mentioned
• Mentions only — only when someone @mentions you in a conversation
• None — no notifications on this channel

Mobile offline only

Enable "mobile offline only" to receive mobile push notifications only when you are not actively using the desktop app. This prevents duplicate alerts across devices.

@mentions

Use @mentions in internal notes to get a specific team member's attention. Mentioned users receive a notification regardless of their general notification settings (unless they have disabled notifications entirely).

AI escalation alerts

When the AI agent escalates a conversation to you, a separate set of controls decides how and when you are alerted. These settings apply to both email and mobile push at the same time, and are configured per user under the AI escalation alerts section of Profile → Notification settings. Escalations always appear in your inbox regardless of these settings — the controls only govern the email and push alerts, never the inbox itself.

Alert mode

Alert mode is the master switch for escalation alerts:

• Immediate — alert me for every escalation as it happens
• High priority only — alert immediately for high-priority escalations and batch the rest into a periodic email digest
• Digest — never alert in real time; batch all escalations into periodic email digests
• Off — no escalation alerts at all

Digest interval

When your alert mode is "High priority only" or "Digest", the digest interval controls how often the batched email is sent — every 15 minutes, every hour, or every 4 hours.

Minimum priority to alert

The AI assigns a priority (low, normal, or high) to every escalation. Set a minimum threshold so escalations below it stay silent on email and push while still appearing in your inbox:

• Low — alert for all escalations
• Normal — skip low-priority escalations
• High only — skip low and normal, alert only on high priority

Quiet hours

Set a daily quiet-hours window (for example 10:00 PM to 8:00 AM) to silence real-time alerts overnight. During quiet hours, escalation emails are queued and delivered once the window ends, while mobile push is suppressed entirely and does not catch up afterward. Quiet hours are evaluated in your own timezone, which you set on your profile.

Test your settings

Use the "Test these settings" control to fire a sample escalation at a chosen priority against your saved settings and see exactly what would happen — sent immediately, queued into a digest, or dropped. If your settings would send, a real test email and push are delivered so you can confirm the alerts reach you. Save any changes before testing, since the test always runs against your saved settings.

Recent activity summary

The page shows a 7-day summary of how your saved settings handled escalations directed at you: total escalations by priority, how many emails and pushes were sent versus held back, and how many real-time interruptions your settings prevented. Counts are per channel, so a single escalation can produce both an email decision and a push decision.