Does Plain support browser notifications or per queue alerts for new threads?
Partly. Plain has browser notifications, but they do not fire for every new thread or customer reply. Workspace notifications cannot be scoped to a specific queue, saved view or label filter, but a workflow can approximate this.
Browser notifications
Browser notifications mirror the bell icon in Plain: a thread assigned to you, an @mention in an internal note, or a failed email delivery. They only appear while a Plain tab is open, and they do not play a sound. To turn them on, click your avatar, open Preferences, then Notifications, then Browser notifications, and allow notifications when your browser asks. The setting is saved per browser, so turn it on in each browser you use.
A sound for new threads
This sound is separate from browser notifications. Click your avatar, open Preferences, then Appearance & sounds. Turn on Enable sound effects, then Todo notification sound. The sound plays when new threads arrive while you are on the Todo page.
Workspace notifications
Workspace notifications are global. They notify your whole team through a connected Slack or Discord channel when new activity happens in Plain. A common setup is to send all workspace notifications to a shared #support channel, which gives the team a real time feed of every new thread. To set this up, go to Settings, then Workspace notifications.
Personal notifications
Each agent can set up alerts for threads they own or are involved in. These come in four forms:
Slack DM: when a thread is assigned to you, a customer replies on your thread, or an SLA you own is close to breaching.
Email: on assignment, customer reply or an @mention in an internal note. You can set a delay to avoid redundant emails.
In app: always on, through the bell icon in the bottom left of Plain. Covers assignment, @mentions and failed email delivery.
Browser: the same events as in app, shown as a browser notification while a Plain tab is open.
To set these up, click your avatar, open Preferences, then Notifications.
Get queue level alerts with a workflow
Use a workflow to post a Slack message to a specific channel when a thread matching certain conditions arrives, such as a label, tier or tenant. Set this up in Settings, then Workflows.