TideReply tells your team when a customer needs a person. Set up where those alerts go under Settings > Notifications.
On for everyone by default.
In Settings, open Email under Notifications.
- Escalation emails: turn alerts to your own inbox on or off. Under Send to, leave it blank to use your account email, or enter a shared inbox.
- Escalation email (admins, under Business): when set, alerts go only to this address instead of to every teammate.
Teammates always get an email when a ticket is assigned to them.
Slack
Alerts post to one Slack channel for the whole business.
- Go to Settings > Slack and click Add to Slack.
- Choose the channel and allow access.
Only owners and admins can connect Slack. To stop, click Disconnect.
Telegram
Personal alerts on your phone. Off by default.
Each alert includes a link to the conversation and either a short summary of the request or a preview of the customer's message, so customer details can show on your phone's lock screen.
- Go to Settings > Telegram and click Connect.
- Click Open in Telegram and press Start in the chat. Alerts turn on right away.
If it doesn't connect, click Check connection. You can pause alerts without disconnecting.
In your browser
While the inbox is open in a background tab, your browser shows a notification for new messages and new tickets. Allow notifications when your browser asks.
What you're notified about
- A customer needs a person (a new ticket), with the reason.
- The customer writes again while your team has the conversation (at most once every 10 minutes).
- A ticket nobody has touched for 4 hours.
- Your AI and your team answer a question differently (once per question). See Approve answers your team already gave.
- A daily summary of email tickets (see Connect your support email).
- The account owner gets a one-time note when the plan's included conversations are nearly used up.