Notifications

Joely notifies through three channels: in-app (real time), Discord DMs, and email. There are no ticket reply emails: conversation notifications go through the app and Discord only.

Staff dashboard

The notification bell

The dashboard bell aggregates, per project:

• Unread replies on tickets you can access (all tickets with View all tickets, otherwise the tickets assigned to you)
• @Mentions of you or a group you belong to
• Pending AI drafts waiting for review (only with the Approve or reject pending AI messages permission)
• Background job outcomes (web imports, knowledge saves, documentation re-syncs)

Everything updates in real time. Unread counts clear as you read the thread; mention badges clear when you open the ticket. Closing a background job entry — with its ✕ or with Clear jobs — dismisses it for good, for everyone on the project.

Mark all as read, at the top of the bell, marks every unread reply and @mention of the project as read at once, including the ones not listed in the bell yet, on the tickets you can access. It also dismisses the background job entries the bell shows, like Clear jobs. Pending AI drafts stay until someone approves or rejects them. Your other open tabs update on their own.

The project switcher in the header shows the same total as the bell next to the active project. Other projects in the list show their own count of tickets needing attention (unread replies, @mentions, and pending AI drafts — background jobs are not included for inactive projects).

Discord DMs for staff

Team members can receive a Discord DM when a new message lands on a ticket. Requirements and defaults:

• Your Discord account must be linked to your Joely account.
• By default you are notified for customer messages on tickets assigned to you. In your notification preferences you can also include staff messages, widen the scope to every ticket you can access, or opt out per project.
• Internal notes also DM the other staff who can access the ticket (on by default, with its own toggle in your preferences); they are never sent to customers. Pending AI drafts and AI auto-replies never trigger staff DMs.
• A DM is skipped when you are looking at the ticket, since you receive the message in real time on the page. A ticket left open in a background tab or a minimized window does not count: the DM is sent.
• You can answer from the DM with its Reply button or Discord's own reply feature. A reply to an internal note stays an internal note, and the button says so before you type.
• The DM is shown in your account's language (English, French, German, Italian, or Spanish), defaulting to English. The message you wrote keeps its original language.

Customer portal

Notification bells

• On a project's portal, the bell shows tickets with unread replies, @mentions, and pending CSAT surveys.
• On the portal home (multi-store view), a global bell aggregates the same three things across every project the customer has joined.

A reply is "unread" for a customer when it is a public staff or AI message they have not seen yet; internal notes never count.

Mark all as read, at the top of the bell, marks every unread reply and @mention as read: in the current shop, or in every shop from the multi-store bell. Satisfaction surveys stay until the customer rates them. Like opening the tickets, it lets the support team see those replies as read.

Discord DMs for customers

Customers who link their Discord account from the portal get a DM for every public reply on tickets they created or participate in:

• The DM contains a preview of the message, a Reply button that opens a text box, and an Open ticket link. Replying to the notification with Discord's own reply feature works too; both post to that ticket. A message sent on its own is not routed: the bot replies with a reminder of the two ways to answer.
• One exception is interactive: when the AI asks "Are you talking about this script?", the DM carries Yes/No buttons and the customer can answer directly from Discord (the question and buttons are shown in the customer's saved language). Answering "Yes" links the script and triggers the AI reply; "No" posts the script selector on the portal.
• AI-generated replies include a disclaimer noting the answer comes from an AI.
• Notifications can be turned off per project from the portal, and are never sent for internal notes or to participants who left the ticket.
• No DM is sent while the customer is looking at the ticket on the portal, since the reply already appears there in real time. A ticket left open in a background tab does not count: the DM is sent.
• The DM is shown in the customer's saved language (English, French, German, Italian, or Spanish), defaulting to English; only the notification wording is translated, not the staff member's message.
• If a staff member deletes a message, the corresponding DM is deleted too.
• If a customer's Discord privacy settings block DMs, staff see the delivery failure on the ticket; the customer must allow DMs from server members to fix it.

See Discord integration for bot setup.

Emails

Joely sends transactional emails only: