• For users, we delay sending mobile push notifications for 10 seconds. We delay sending emails for 2 minutes. If a user reads the message in-app before those time periods, neither are sent.
  • For teammates, we also delay sending mobile push notifications for 10 seconds and emails for 2 minutes. 

For users

User email notifications apply only to teammate replies to in-app conversations. 

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.
  • Want to know more about how push notifications work in Intercom? We explain it in more detail here.

Email notifications

  • We send an email notification immediately if it hasn't been seen by any user. 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 2 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.

For teammates

These rules apply only to user messages via in-app conversations; replies to email conversations are sent immediately. Notifications are not sent if a teammate has seen the user's reply in Intercom.

Important: If all of your teammates have notifications set up, but one of your teammate's looks at the message within 2 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 2 minutes before sending an email notification to the teammate. A single email is sent with all user messages once there has been no new reply for 2 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.
  • You must have a browser tab with Intercom open to receive desktop notifications.
  • Notifications are sent only for the Intercom app that is open.
  • Mentions are sent immediately via email, push, and desktop notifications.
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