A shared mailbox is useless if nobody opens it. Trupeo’s notifications exist for one reason: to tell you when something is waiting for you, and to leave you alone the rest of the time.
The bell
The bell sits at the top right of the app and shows how many notifications you have not read. Click it and the panel opens on the most recent ones.
Every row leads to the conversation it is about. The dot on the right marks a row read or unread without opening it. “Mark all as read” clears the count in one go.
When several things happen on the same conversation they share one row rather than stacking up: three replies in a row on one thread do not become three rows.
The seven things
Here is everything Trupeo can tell you about.
- A message is handed to me. Somebody gave you a conversation.
- Someone mentions me in a note. A teammate typed your name with
@in an internal note. - A customer replies. A conversation you are handling got an answer.
- Nobody is taking a message. A message sat in “To sort” for ten minutes with nobody opening or taking it. The whole team is told, and the notification carries an “I’ll take it” button.
- Someone has been waiting too long for a reply. A recap of the conversations that were left aside.
- There is a problem with my account. A mailbox that stopped receiving, a trial about to end.
- The morning summary. Once a day, and only when something is still waiting.
Where you hear about it
The table lives in “Account settings”, under the “Notifications” tab.
Everything always appears in Trupeo. You cannot turn that off, on purpose: the notification centre is the record of what happened. The two columns are there to choose whether you also want to hear about it somewhere else.
| On my phone | By email | |
|---|---|---|
| A message is handed to me | yes | yes |
| Someone mentions me in a note | yes | yes |
| A customer replies | yes | yes |
| Nobody is taking a message | yes | no |
| Someone has been waiting too long for a reply | no | no |
| There is a problem with my account | yes | not offered |
| The morning summary | not offered | yes |
Those are the starting settings. Every one of them can be changed, row by row, except the two marked “not offered”: there is no checkbox in those places.
An account problem does not go out by email because Trupeo already writes to you separately when a mailbox stops receiving or a trial ends. A second version of the same message, in the same inbox, on the same morning is not twice the information. And the morning summary is an email by nature: it creates no row on the bell, so there is nothing for a phone alert to attach to.
Two boxes are deliberately left unticked. “Nobody is taking a message” can fire several times in one morning in a team that does not assign: on a phone that is a nudge, in five personal inboxes it is a second shared mailbox. And “Someone has been waiting too long for a reply” covers the same conversations as the morning summary, so turning both on means two emails about one fact on the same morning.
Phone alerts
They need permission. If you have never given any, the app offers “Get told on your phone when something needs you” with a “Turn it on” button.
On iPhone, add Trupeo to your home screen first, then turn alerts on: Safari does not allow them otherwise.
If your browser blocks them, Trupeo says so and points you at its settings. Turning phone alerts off does not touch your emails: each has its own setting, so “no alerts on my phone” never means “no way to reach me at all”.
When an email actually goes out
An email is never immediate. Trupeo waits a quarter of an hour, then checks whether you opened the message in the app. If you did, no email goes out.
Which means: if you work inside Trupeo, you get almost no notification emails at all. They are there for the times when you are not.
The morning summary is the exception: it goes out once a day, without waiting.
The morning summary
It arrives once a day, and only when something is still waiting. On a morning where everything is handled, it does not go out.
It also steps aside for the other email: if you ticked “Someone has been waiting too long for a reply” by email, the summary does not go out that morning. You get one or the other, never both.
Next step
To understand why Trupeo cares so much about messages nobody has taken, see Understanding the unassigned view.