Product Notifications
The message that matters finds the right person.
Close the tab and a shared inbox goes quiet. Notifications reach whoever owns the chat — on screen, by email, or as a push to their phone — and respect the hours they actually work.
- 1A customer messages after you closed the tab
- 2The chat’s owner gets a bell — nobody else
- 3A push reaches their phone
- 4…but not at 2am — quiet hours hold it
Why it exists
A shared inbox only works while somebody is looking at it
At six o’clock everyone closes the tab, and the customer who messages at five past waits until morning. Not because anyone decided to leave them — because nothing in the room was able to say their name out loud.
The hard part is not sending alerts. It is sending few enough that people keep them switched on: one alert per burst rather than per message, aimed at the person who owns the thread rather than at everybody, and silent outside the hours that person works.
What you get
In the product today.
On-screen bell
A running record of what needs you, marked read for each person separately — a colleague glancing at an alert does not clear it for the other five. It is the one channel nobody can switch off, because “I was never told” has to stay answerable.
Email digest
Batched rather than a flood. Forty messages in one chat become a single line that says forty, and a digest window with nothing in it sends no email at all. Hourly by default, or daily, or off.
Browser and phone push
Desktop Chrome, Edge and Firefox, and Android, as soon as you allow notifications. On iPhone, add Touchpoint to the home screen first — that is how iOS delivers web push.
Quiet hours
Alerts follow each person’s working hours, so a message that lands overnight waits for the morning instead of buzzing at 2am. Nothing is lost: email holds it for the next digest.
A burst is one alert
Messages in a conversation are collected while it is still moving and become a single notification when it pauses — so a customer sending forty lines reaches you once, saying forty.
Alerts obey who can see what
Every channel is filtered by the same visibility rule as the inbox. A private or label-restricted chat never appears in a bell, a digest or a lock screen belonging to somebody who could not open it.
When you would use it
Situations this is for
- An after-hours message on a number three people share, with nobody formally on call.
- A ticket that has gone quiet for a week and would otherwise be found by the customer chasing it.
- A team split across time zones who should not all be woken by the same chat.
- An agent who wants their own conversations on their phone and nothing else.
Questions
Notifications — questions
Will I get a notification for every message?
No. Messages in one chat are collected while the conversation is still moving and become a single alert when it pauses, so a burst of forty arrives as one line. Groups are set to mentions-only out of the box and direct chats to everything — both yours to change, per chat.
Does push work on iPhone?
Yes, once you add Touchpoint to your home screen — that is how iOS delivers web push. Desktop and Android work as soon as you allow notifications, with nothing to install.
Can I be notified about a chat I cannot see?
No. Every alert is filtered by the same visibility rule as the inbox, on all three channels. The one exception is deliberate: something handed to you by name, like a ticket assigned to you, still reaches you — because that is how you find out you have been given it.
Can an admin force notifications on me?
They can set a starting point, which moves anybody who has never opened the settings and cannot touch anybody who has: once you choose something, yours wins. What an admin can do is route one specific alert — tell someone if a customer says “refund” — and that reaches through a muted chat on purpose.
What if I turn everything off?
The bell still records it. Email and push are yours to silence; the in-app list is the audit trail and stays.
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