If you want to know more about modifying your personal notification settings, check out this article.
To learn how Intercom notifies your users and teammates, read on 👇
For users, we delay sending mobile push notifications for 10 seconds. We delay sending emails for 3 minutes (if you have this enabled). If a user reads the message in the Messenger before those time periods, neither are sent.
For teammates, we also delay sending mobile push notifications for 10 seconds and emails for 3 minutes.
For users
Push notifications
We wait 10 seconds before sending a push notification to the user. If the user has seen the message within 10 seconds, no push notification is sent.
Note that delivery speed for push notifications is variable.
It's currently not possible to send a push message with the Intercom mobile app.
Email notifications
Conversations
You can choose to enable email notifications if a teammate's message hasn't been seen by a user after 3 minutes.
We also group email notifications so multiple replies are consolidated to one email, which is sent once there has been no new reply in the last 3 minutes.
Email notifications apply only to teammate replies to conversations.
These can be enabled or disabled from Settings > Email > Email notifications:
Email notifications sent to users will use a plain template with an avatar & name of the teammate.
Replies sent by teammates in email conversations always use a white template with the email signature at the bottom.
Shared tickets
You can choose to enable email notifications if a ticket status update hasn't been seen by a user after 3 minutes.
A new ticket submission triggers an email notification immediately (the 3 minute delay does not apply).
These can be enabled or disabled separately from conversation email notifications in Settings > Email > Email notifications:
Ticket status email notifications will only send for tickets you have shared with the user (i.e. Back-office tickets will not send email notifications for status updates).
Browser and audio notifications
These are always sent immediately.
Audio notifications trigger for all teammate messages, even if you're viewing the conversation.
Browser tab alerts appear in all tabs. You have to close each tab individually to make them go away.
For teammates
These rules apply only to user messages via Messenger conversations; replies to email conversations are sent immediately. Notifications are not sent if a teammate has seen the user's reply in Intercom or if email notifications have been disabled.
If all of your teammates have notifications set up, but one of your teammates sees the message within 3 minutes, no one will receive the notification.
Push notifications
We wait 10 seconds before sending a push notification to the teammate. A single push notification is sent with all user messages once there has been no new reply for 10 seconds.
Email notifications
We wait 3 minutes before sending an email notification to the teammate if you have this option enabled. A single email is sent with all user messages once there has been no new reply for 3 minutes.
Browser and in-app notifications
These are always sent immediately.
Audio notifications trigger for all teammate messages, even if you're viewing the conversation.
Browser tab alerts appear in all tabs. You have to close each tab individually to make them go away.
Desktop notifications
We wait 10 seconds before sending a desktop notification, for every user message.
Mentions are sent immediately via email, push, and desktop notifications.
We consciously do not send push notifications for certain non human interactions. E.g. for bot messages in workflows.
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