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Tutorials｜CAAC Notification

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    # Prerequisites for Receiving Notifications

    To receive notifications from different channels, both your account and device must meet the required underlying conditions.

    Notification Channel Prerequisites Description
    🔔 System Bell Notification
    Internal Notification     		Account status is Active Even if you are offline, you can still view notification history from the bell icon once you log in.
    📲 Browser / App Push & Popup Notification
    Push / Popup Notification     		Account status is Active
    Shift status is Online
    Relevant notification toggles are enabled in personal settings    		 All conditions must be met simultaneously to receive real-time push notifications.
    💡 Reminder
    • If one agent logs in on multiple devices, or multiple agents log in on the same device, all devices and agents will receive notifications simultaneously.
    • When the CAAC web chat is actively being viewed, push notifications will not be sent.
    • Push preview supports: text, images, emojis, stickers, and videos. Other formats will display “User sent a file” (depending on device limitations).

     

    🔔 System Bell Notification

    📲 Browser / App Push & Popup Notification

     

    # Three Notification Scenarios

    Scenario 1: Assignment Notification

    Triggered when a conversation is assigned to you or your team:

    • Another agent manually assigns the conversation to you or your team
    • The system assigns the conversation to you or your team via auto-assignment rules
    • An AI Agent hands over the conversation to you or your team

     

    Scenario 2: Collaborator Notification

    Triggered when you are added as a collaborator to a conversation you are not primarily responsible for:

    • Another agent manually adds you as a collaborator
    • When Agent A transfers/reassigns the conversation to Agent B, Agent A will automatically become a collaborator and receive this notification

    Recipients: Collaborators added to the conversation

    Scenario 3: New Message Notification

    When a contact sends a new message to an assigned conversation, the following users will receive notifications:

    • The primary assignee of the conversation
    • If assigned to a team, all team members
    ⚠️ Note
    1. If the conversation is still Unassigned, no push notifications will be sent when a contact sends a message.
    2. Collaborators will NOT receive push notifications for new messages from contacts.

    3. Notification Types & Supported Devices

    Notification Types Overview

    Status / Device Desktop Mobile
    Online
    *Device must be logged in     		Desktop push notification
    Tab count indicator    		 Notification center push
    App badge

    Supported Device Specifications

    Device Type System Version Software
    Desktop Mac macOS High Sierra 10.13 or above Chrome latest version
    *Mac does not support notification sounds due to system limitations
    Windows Windows 10 or above
    Intel Pentium 4 or above (supports SSE3)    		 Chrome latest version
    Mobile iPhone iOS ≥ 16.4 —
    Android — —

    # Setup Steps

    🖥️ Desktop Setup

    1. Click your profile avatar → Profile → scroll down to the “Notification Settings” section.
    2. Allow notifications when prompted by CAAC.
    3. After allowing, the system will display “Browser notification authorized”.
    4. Enable notification settings:
      • “New Message Push Notification”
      • “New Assignment Push Notification”
    5. Click “Device Test” and “Push Notification Test” to confirm functionality.

    📱 Mobile Setup

    Please refer to: Tutorial | CAAC App Notification Setup

    # Troubleshooting

    If notifications are not working properly, please check the following:

    1. Ensure browser notification permissions are granted.
    2. Ensure notification scenario conditions are met.
    3. Ensure Do Not Disturb / Focus mode is disabled and CAAC is not actively being viewed.
    4. Check network connection.
    5. Check for VPN or IP restrictions.
    6. Ensure background app cleaning does not remove CAAC.
    7. Disable battery saver mode or exclude CAAC.
    8. Disable Chrome Memory Saver mode.
    9. Restart CAAC and reconfigure settings.
    10. If still unresolved, contact Crescendo Lab Support and provide:
      • Device type
      • OS version
      • App version (if applicable)
      • Browser type and version
      • Screen recording showing settings and issue

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