Team Alerts Guide

Using Team Alerts in the Engage Inbox#

Team Alerts are internal notifications you can create to help your team stay informed about timely updates, issues, or important context when responding to messages in the Engage Inbox. These alerts ensure your agents always have the latest information at their fingertips.

What are Team Alerts?#

Team Alerts are visible notifications displayed via the notification bell icon at the top of your Engage screen. These alerts:

• Are created and managed by users within the Engage Admin settings
• Include a subject, description, and an optional expiry date
• Are visible to all users with access to the same brand
• Automatically disappear from the notification bell once they expire

Example uses include letting your team know:

• A website or app is temporarily down
• An update to a protocol has been made
• A promotion has launched or ended
• A customer situation requires special handling

How to Create or Edit an Alert?#

To manage alerts:

1. Click your profile picture in the upper-right corner of Engage
2. Select Admin
3. Navigate to the Alerts tab from the left navigation menu

To edit an existing alert:

1. Find the alert in the Alerts tab
2. Click the pencil icon to make changes
3. Save your edits; the update will reflect instantly for your team

NOTE: You can hover over any alert (in both the Admin view and the notification dropdown) to see who and when created or last edited the alert.

Common Questions#

Where do alerts appear for users?#

All active alerts appear under the notification bell icon at the top of the Engage Inbox. Users will see the alert subject, brand name, and description.

Do alerts expire automatically?#

Yes. If you’ve set an expiry date, the alert will automatically disappear from the notification bell once it expires. You can also manually edit or remove alerts at any time from the Engage Admin.

Can I delete an alert when it’s no longer relevant?#

Yes. To delete an alert, go to the Alerts tab in Engage Admin, click the three-dot icon on the alert you want to remove, and select Delete. Deleted alerts are removed from all users’ notification dropdowns.

Can I manage alerts for multiple brands?#

Yes. If you have access to more than one brand in Engage, you can view and set alerts for each brand individually. In the notification dropdown, each alert will clearly indicate which brand it belongs to.

Best Practices#

• Use clear, concise subjects so alerts are quickly understood
• Use expiry dates when the alert is only relevant for a limited time
• Update or remove alerts promptly to avoid confusion
• Use alerts to reinforce timely, actionable information