Account › Notifications is the one page that decides what MirageCHAT tells you about, who hears it, and whether by email or in the app. Every change saves the moment you make it.
What is on the page
- The line at the top says how many rules are on and how many addresses get emails.
- When a customer waits — the ladder for unanswered customers (it has its own guide).
- Something needs fixing — A channel disconnects, A message could not be sent, The AI stops answering, A payment fails.
- Words to watch — A customer writes one of these words.
- Your team — An agent breaks a team rule.
- Numbers to watch — Average reply time goes above … and More than …% of conversations get no reply in ….
- Summaries — a Weekly summary on the day and hour you choose, and a Daily summary.
Set up a rule
- Switch it on with the switch at the end of its row.
- Press the people button (it says Nobody until you choose) and tick who is told. Some rules also offer Whoever is assigned. Owners and admins can add Other addresses: type one and press Enter.
- Choose Email, App or both. A few rules are email only.
- Change the times or numbers inside the row.
Check it works
- Press Send me a test under Who gets emails.
- Recently sent lists the last 7 days, with who was told and how.
Good to know
- During quiet hours only rules marked CRITICAL come through.
- An agent whose Notifications level is Rules can switch rules and change their numbers, but can only add themselves.
- What counts as a team rule break is set in Team › Rules.