How to change your notifications for new Inbox Helpdesk

You will learn

Learn how to change your email notifications, unread conversations badge, and sound notifications in Klaviyo Helpdesk so you can keep track of incoming customer messages.

To change email notifications or the unread conversations badge, you need permission to edit Helpdesk settings.

Types of notifications

There are 3 types of notifications you can choose:

• Email notifications
• Unread conversations badge
• Sound notifications

Email notifications

Enable email notifications to receive alerts about incoming customer messages. These notifications are configured separately for SMS, web chat, and WhatsApp, and you only see settings for channels enabled in your account. Email notifications are off by default.

If you choose to enable these email notifications, you must set at least 1 recipient; however, you can add any number of email addresses.

Recommendation: turn this setting on if you use Helpdesk to manage your customer support communications; otherwise, leave this setting off.

Turn on email notifications

1. Go to Service > Helpdesk in Klaviyo's main navigation menu.
2. Click Settings.
   

3. Select Notifications under Messages in the settings sidebar.
4. In the email notifications panel for the channel you want to configure, select On.
5. Under Email addresses, type an email address and press Enter to add it.
   

6. Optional: Add more recipients by typing each email address and pressing Enter.
7. Click Save in that channel's panel.

Repeat these steps for each channel you want to configure. To turn off email notifications for a channel, select Off in its panel, then click Save.

Unread conversations badge

The unread conversations badge setting is on by default. When enabled, it displays a badge on Helpdesk in Klaviyo's main navigation with a count of your unread tickets.

The badge counts unread tickets, not individual messages. For example, if person A texts you 3 times in the same unread ticket, that ticket contributes 1 to the count. If persons A, B, and C each have 1 unread ticket, those tickets contribute 3 to the count.

Recommendation: leave this setting on so you can monitor the number of tickets coming in.

Disable the unread conversations badge

1. Go to Service > Helpdesk in Klaviyo's main navigation menu.
2. Click Settings.
   

3. Select General in the settings sidebar.
4. Turn off the toggle next to Unread ticket notifications.
5. Click Save. The unread conversations badge will no longer show in Klaviyo's navigation.

Sound notifications

Sound notifications are off by default. When enabled, they play a sound for a new message in a ticket assigned to you or when a ticket is assigned to you, unless you are already viewing that ticket in the active browser tab. Keep Helpdesk open to receive these alerts.

Turn on sound notifications

1. Go to Service > Helpdesk, then click Settings.
2. Select Notifications under Messages in the settings sidebar.
3. Turn on the toggle next to Sound notifications. This change is saved automatically; you do not need to click Save.

Additional resources