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Duvo adds a notification to the left sidebar when work you own needs attention, such as a broken connection, a failed Run, or a Case Duvo couldn’t finish. You can also get notifications by email, Slack, or Microsoft Teams. When an Agent needs your approval or an answer before it can continue, that’s a Request, not a notification.

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What You Get by Default

Until you change your settings:
  • In Duvo, you get notifications about your own work: connections you own, Runs you started, schedules you own, and Queues you created.
  • By email, you only get Reconnect, which is sent when one of your connections stops working.
  • In Slack and Teams, you get nothing until you set them up.
Some people also hear about work they don’t own. For example, Owners and Administrators are told when a teammate’s connection breaks. See Notification Types for who gets each one.

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Act on a Notification

  1. Click Notifications in the left sidebar. The badge shows how many you haven’t read.
  2. Click a notification to open it.
  3. Use the button in the notification to fix the problem, for example Reconnect for a broken connection or Review Cases for a Queue.
A notification you need to act on, such as a connection only you can reconnect, stays at the top until the problem is fixed or you click Dismiss. Repeated notifications of the same kind are grouped into one entry. Use the filters to show only Unread notifications, only My agents, one severity, or one notification type. Click Mark all read to clear the badge. The list shows the team you’re viewing. Switch teams to see another team’s notifications.

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Get Notifications by Email, Slack, or Teams

Your notification settings apply in every team you belong to. They don’t change anything for anyone else.

Open your notification settings

Go to Settings > Notifications.

Set up the channel

The top of the page shows whether each channel is ready.
  • Email: Turn on the Email switch. It controls every email Duvo sends you, including Requests and Clarity emails. Team and organization invitations still arrive when it’s off.
  • Slack: Click Manage in Connections and link your Slack account. The row shows Connected when it’s ready.
  • Teams: Click Manage in Connections and link your Teams account. Then click Open Teams chat and start a chat with Duvo. The row shows Setup incomplete until you do. The Duvo app must be installed in your organization’s Microsoft Teams. See Microsoft Teams.

Choose the channels for each notification

Open the Delivery menu next to a notification and select Email, Slack, or Teams. Slack and Teams messages arrive as a direct message.
Keep In-app selected. If you clear In-app for a notification, you also stop getting it by email, Slack, and Teams.

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Get Fewer Notifications

All of these are in Settings > Notifications unless noted.
  • Stop one kind of notification: Open its Delivery menu and clear In-app. You can’t turn off Reconnect in Duvo, but you can turn off its email.
  • Leave out Agents or Queues: Click Applied for next to the notification and clear the ones you don’t need.
  • Mute one Agent: Open the Agent, go to its My Settings tab, and turn off Agent notifications. You stop getting every Agent notification about that Agent, on every channel. Global and Case notifications aren’t affected.
  • Skip Run alerts for Agents working on Cases: Keep Mute Agents processing Cases selected on the Cases card. It’s selected by default. You then don’t get Run issues or Evaluation issues for those Runs. You only hear about the Case if Duvo can’t finish it or an evaluation finds a problem with it.

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Get More Notifications

  • Warnings about Runs: Other Evaluation issues starts with no Agents. Click Applied for and add the Agents you want to watch. On each Agent’s My Settings tab, you can choose which issue types count. By default you hear about warnings and critical issues.
  • Warnings about Cases: Other Case issues starts off. Open its Delivery menu and select In-app, then click Applied for and add Queues.
  • Finished Runs: Completed Runs starts with no Agents. Click Applied for and add the Agents you want to hear about.
  • Your team’s work (Owners and Administrators only): Select Notify me about Cases of my team on the Cases card, or Notify me about Runs and Agents of my team on the Agents card. Completed Runs still only go to the person who started the Run.
Owners and Administrators get notifications about work that would otherwise reach nobody, even without these options. This happens when the person who owns the work has left the team, is suspended, or has turned that notification off.

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Notification Types

Settings groups notifications into three cards. You only see the types that apply to your team’s products.

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Global

Global notifications aren’t about a specific Agent or Case, so Applied for and muting an Agent don’t affect them. You get Reconnect once, when the connection breaks. Only its owner can reconnect a personal connection. A shared connection can be reconnected by the person who shared it, if they’re still a Manager or above, or by an Owner or Administrator. If you can’t fix it, the notification tells you who to ask.

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Cases

Case notifications are about whole Cases in your Queues. You narrow them by Queue, because one Queue can use several Agents. Muting an Agent doesn’t affect them.

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Agents

Agent notifications are about Runs and the Agents that performed them.

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Troubleshooting

Check these in order:
  1. Is it your work? You only get notifications about Runs you started, schedules you own, and Queues you created, unless you’re an Owner or Administrator who selected the team options.
  2. Is the notification on? In Settings > Notifications, check that In-app is selected in its Delivery menu.
  3. Is the Agent or Queue included? Click Applied for and check the list.
  4. Is the Agent muted? Open the Agent’s My Settings tab and check Agent notifications.
  5. Was the Run working on a Case? With Mute Agents processing Cases selected, you don’t get Run issues or Evaluation issues for it. You only hear about the Case if Duvo can’t finish it or an evaluation finds a problem with it.
Check the Slack row at the top of Settings > Notifications:
  • Not connected: Click Manage in Connections and link your Slack account. If it’s already linked, ask your Slack administrator to install the Duvo app in your workspace.
Also check that both In-app and Slack are selected for the notification. The Slack switch on the Requests tab only affects Requests, not notifications.
Check the Teams row at the top of Settings > Notifications:
  • Setup incomplete: Click Open Teams chat and start a chat with Duvo.
  • Not connected: Click Manage in Connections and link your Teams account.
  • Duvo has not been added to your Microsoft Teams: Ask your Microsoft Teams administrator to install the Duvo app.
Also check that both In-app and Teams are selected for the notification.
Owners and Administrators are told about every broken personal connection in their team. Owners, Administrators, and Managers are told about every broken shared connection. This lets someone step in when the owner is away. The notification tells you who can reconnect it.
That’s expected. Duvo groups notifications of the same kind. After it sends you a message about a group, it waits at least an hour before sending the next one, and the next message includes everything that arrived in between. For broken connections and Critical Evaluation issues, the gap is at least five minutes. Messages can take longer than that to arrive, for example when several are waiting to be sent to you. A message that can’t be sent within three days is dropped, but the notification stays in Duvo.

Requests

Answer Agents that need your approval or input

Queues

How Queues and Cases work

Team Roles and Permissions

What Owners, Administrators, and Managers can do

Retries and Failures

What happens when a Run or a Case fails