Get Notified About Conversations You Are Following
You can now be notified when a new message arrives in a conversation you follow, not only in the ones you own. The setting is called "Notify for new messages on conversations where I am a follower", and in-app notifications are switched on for followers by default.
How do I turn this on?
The setting sits with your other notification preferences. In-app notifications are already on for followers, so you only need to decide whether you also want email or SMS alerts.
- Open your notification settings.
- Find "Notify for new messages on conversations where I am a follower".
- Choose whether to add email or SMS alerts alongside the in-app notification.
Why does this matter for my team?
Before this, only the owner of a conversation was notified about new messages. Anyone else following it had to keep checking manually, which is how replies get missed. Now everyone following a conversation sees new messages as they arrive, so whoever is free can answer.
Who should follow a conversation?
Follow a conversation when you need to know what happens next but are not the person handling it. A manager keeping an eye on a complaint, or a colleague covering for someone on leave, both fit. Following gives you the notifications without taking ownership away from the person answering.
You will find this in your notification settings, alongside your other message alerts.
This update was originally released in April 2026. Menu locations may have changed since.
