Why notifications
Your agent handles the everyday stuff on its own. But some chats still need you — a complaint, a big order, someone asking for a person by name. Notifications ping you the moment one shows up, so you don't have to watch the screen all day.
The ping is a WhatsApp message straight to your phone — a fixed template, approved by Meta, that fills in the details of the chat that needs you:
The goal: a quiet phone. Set up only the few moments that truly need you — not every message. Too many pings and you'll start ignoring them.
Find it in Settings
Notifications live under Build → Notifications.
Set up a rule
Each notification is a small rule with two halves: when to send it, and who gets it.
When to send
Pick the tags that set it off. In the example, any chat tagged Complaint fires the alert. Leave the tags empty and you'll be pinged on every new chat instead — handy in your first days live, when you want to see everything.
Who to send to
Add the WhatsApp numbers of whoever should get it — you, a manager, the whole front desk. Everyone on the list gets the same ping.
Which ones to set up
A handful of rules covers almost everything. Start with these three:
- Complaint — so an unhappy customer never waits on a human
- Asks for a person — when someone wants you, not the agent
- High-value — a big order, a VIP, a wholesale question worth grabbing fast
Rule of thumb: if a ping wouldn't change what you do in the next hour, don't create it. Fewer, sharper notifications beat a noisy phone you learn to tune out.