Live updates, sounds and notifications in the inbox
How new messages appear without refreshing, the chime and desktop notifications, reminder banners and the warning when an account stops receiving.
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Live updates
While the inbox is open it stays connected to OmniBrand. New messages, claims, status changes and colleagues' replies appear by themselves; you never need to refresh. The dot beside Inbox shows the connection: green Live updates on, pulsing Connecting…, grey Live updates off — reconnecting. After a reconnect the list and the open thread are reloaded, so nothing is missed.
Sound and desktop notifications
- Press the bell button (Sound on / Sound off) at the top of the list to turn the chime on or off in this browser. Point at it to read New-message alerts (chime and desktop notifications); its words show beside the bell when the list is wide enough. It is on unless you turn it off. The AA button next to it changes the Text size of the inbox (point at it to see the size).
- Allow notifications when your browser asks. When the inbox tab is hidden or not focused, a new customer message shows a desktop notification with the contact's name and the first words (or Sent an attachment). Click it to open the conversation.
- While the tab is in the background, the browser tab title shows the number of new messages in brackets.
Browsers only play sound after you have clicked on the page once.
The bell
Every new customer message lands in the bell at the top of the app, marked Message: "New message from (name)" for a direct message, "New comment from (name)" for a comment, with the first words under it. An unassigned conversation is announced to everyone who can open it in the Inbox (Viewers included, who can read but not reply); an assigned one only to the person it is assigned to. A chatty customer gives one row per conversation, replaced by their latest message. Assignments (Assigned), notes addressed to you (For you), reminders (Reminder) and team messages (Team) also land in the bell, so you see them on any page. What reaches you by email is set in Notifications settings.
Reminder banners
When a reminder you set comes due, a banner at the top of the list says Follow up with [name] with Open and Dismiss reminder. Up to three are shown at once. See Reminders.
An account stopped receiving
If a connected account is disconnected or its sign-in expired, a red banner at the top of the list says Disconnected: [name] ([platform]). Nothing new arrives from it until it is reconnected. (on up to two lines; point at it to read it whole) with a Reconnect link to the Accounts page. With two or more, the banner is one line, Disconnected accounts: N, with Show (the list of accounts, each with its own Reconnect; Hide folds it again) and Reconnect, which opens Accounts. With more than three, the list ends with a link that says how many more accounts need attention. The Platforms rail marks that platform disconnected. Account health is checked every few minutes and whenever you come back to the tab.
Microsoft 365 mailboxes renew their sign-in by themselves; when Microsoft refuses (password changed, MFA or conditional access, admin consent revoked, account disabled) the account needs Reconnect. See Account health and Token expired.
If something goes wrong
- No chime → press anywhere on the page once, check Sound on, and check the computer's volume.
- No desktop notifications → allow notifications for this site in the browser and in your operating system.
- The dot stays grey → check your internet connection; the page keeps retrying on its own.