| Audience: | Case agents, Case Managers, and Tenant Administrators |
Agent notifications keep agents informed about activity on the cases they own or work on, including assignments, employee replies, priority changes, service-level events, and feedback.
Administrators configure these notifications in Case Setup > Notifications > Agent.
For guidance on configuring notifications in Case Management, see Configure Case Setup.
Who receives agent notifications?
| Recipient | When |
| Assigned agent | Receives notifications for activity on assigned cases. |
| Previous assignee | Receives a notification when a case is reassigned to someone else. |
| Collaborators | Can also receive notifications for internal notes and AI replies when enabled. |
| Team Managers | Can also receive SLA breach notifications. |
You don't receive notifications for actions you perform yourself.
Notification links open the corresponding case in the agent workspace.
Notification behavior
Agent notifications are sent as events occur.
To reduce unnecessary email traffic, similar notifications may be combined or suppressed when multiple updates happen in quick succession.
Assignment notifications
| Notification | Sent when | Default |
| Case assigned to you | A new case is assigned to you. | On |
| Case reassigned to you | An existing case is assigned to you. | On |
| Case reassigned | A case assigned to you is reassigned to another agent. | On |
Conversation and case updates
| Notification | Sent when | Also sent to | Default |
| New reply on case | An employee posts a public reply. | — | On |
| Priority changed on case | The priority of an assigned case changes. | — | On |
| Internal note on case | An internal note is added to the case. | Collaborators | Off |
| AI reply added to case | An AI-generated reply is added to the case. | Collaborators | Off |
| Feedback received on case | An employee completes the case close survey. | — | On |
Feedback notifications are sent only when close surveys are enabled and an employee submits a response.
SLA notifications
| Notification | Sent when | Also sent to | Default |
| SLA warning on case | A case enters a warning state for its headline SLA. | — | On |
| SLA breached on case | A case breaches its headline SLA. | Team Managers | On |
Notifications are sent when a case enters a warning or breached state.
Related notification categories
Some notifications that agents may receive are configured under other notification categories.
| Category | Examples |
| Manager | Needs manual triage, new cases for your team, SLA watchlist digest, important cases digest |
| Participation | Added or removed as a collaborator on a case |
| Employee (task owner) | Task digest and task returned when you're assigned a plan task rather than a case |