Use Inbox to follow work with other people across your sites. Choose whether collaboration updates reach you in Tracy, by email or through both channels.
Owners, Editors and Viewers can read their own Inbox, mark their own notifications as read and change their own notification preferences. An invited person can also receive and answer an invitation before joining the site. Site roles still control what each person can do on the website; a notification does not grant access or editing permission.
What appears in Inbox and email?
Inbox and collaboration emails cover work between people, including invitations, access requests, comments and team updates.
These updates can tell you that someone invited you, answered a request, accepted or declined your invitation, joined or left a team, changed your role or removed your access. Team updates also cover a cancelled invitation, a site restore, deletion or a change to the site’s Tracy address.
Comment updates cover mentions, replies, and people resolving or reopening threads. A team note can trigger a notification through a mention or reply; every new note is not automatically emailed to the whole team.
Tracy finishing an edit, ending a chat turn or automatically marking a comment done does not generate an Inbox notification or collaboration email. Desktop system notifications follow separate rules below.
How do I read and clear Inbox?
- Open “Inbox” in the left column while signed in.
- Use “Unread” for unread updates and items still waiting for your answer. Use “All” to include read history.
- Check “Needs your answer”, “Comments” and “Team updates”. Use the expand control when more answer cards are hidden, or “Load more” when offered for older entries.
- Open a comment update to follow its discussion. Most team update rows only mark the update as read; a restore update opens “Site changes”.
- Use “Mark all as read” to clear your unread marks. This does not accept invitations or answer access requests.
An unanswered request can stay under “Needs your answer” after you have read it. Reading is separate from deciding.
The unread count refreshes periodically while the page is visible. Checks pause when the tab is hidden and resume when you return, so the count can change after you switch back.
How do I answer an invitation or review a request?
An invitee can accept or decline their own invitation; only an Owner can approve or decline requests to join a site or receive edit access.
On your invitation card, choose “Accept” or “Decline”. Accepting joins the site with the role in the invitation. Declining does not join the site. Check the site and role before accepting.
For an Owner, “Review” on a join request or a Viewer’s request for edit access opens “Team” on that person. Review the request there before approving or declining it. Approving a join request grants access immediately with the chosen role, without requiring another invitation acceptance. Approving a Viewer’s request for edit access makes that person an Editor.
Editors and Viewers cannot approve these requests. A Viewer must receive an Owner’s approval to gain edit access. See Team, roles and invitations for role permissions and access requests.
Why can I no longer answer a request?
When one Owner answers a request, the related action cards for the other Owners are settled so the request does not need another answer.
The other Owners receive an update about who approved or declined it. The requester also receives the answer. An answered card can remain in history with its outcome instead of offering another action.
An invitation answered elsewhere also stops offering “Accept” and “Decline” in Inbox. If an action fails or appears out of date, reopen Inbox and check “Team” or “My Sites” before trying again. A cancelled invitation or changed access can prevent an old action from succeeding.
Can I turn off emails but keep Inbox notifications?
You can choose Inbox and Email separately for each notification group, except the locked group for requests to your sites.
Open your account menu at the bottom of the left column, choose “Settings”, then “Notifications”. Each group has separate “Inbox” and “Email” switches:
- “About you and your invitations” covers invitations, answers and changes affecting your own access.
- “Join requests to your sites” covers join and edit-access requests, including updates when another Owner answers them.
- “Teammates joining or leaving” covers changes in team membership.
- “Site changes” covers restores and address changes.
- “Mentions and replies” covers comment mentions and replies.
- “Resolved and reopened” covers people changing the status of your comment thread.
Both channels are on by default. To stop a group’s emails while retaining its Inbox updates, turn off only “Email” for that group. Changes save when you change the switch; a failed save returns the switch to its previous value and shows an error.
The “Join requests to your sites” group stays on for both channels so Owners receive requests and their outcomes. It cannot be turned off. Changing preferences does not give an Editor or Viewer permission to answer those requests.
Where your email application offers an unsubscribe control for a collaboration email, it turns off Email for that notification group only. Your Inbox preference and other groups keep their current settings. You can turn the group’s Email switch back on in Settings. The locked request group cannot be unsubscribed from this way. This control does not turn off sign-in codes or the invitation email itself.
Who receives comment notifications?
Mentions notify the people named, replies notify the thread’s existing authors, and a person resolving or reopening a thread notifies its original author.
Recipients must still have accepted access to the site. Owners, Editors and Viewers can participate in these discussions with their site access. A mention does not invite someone or make a comment private to them.
If the same comment both mentions you and replies to a thread you participate in, you receive the mention rather than a second reply notification. Tracy excludes the person who performed the action from its recipients, so you do not receive a notification about your own comment or team action.
A reply that reopens a resolved discussion generates the reply update rather than an additional reopened update. See Comments, page pins and team notes for discussion and editing permissions.
Why did several replies arrive in one email?
The first reply email is sent immediately, and further reply emails for that thread within five minutes are held and grouped.
This grouping applies to comment replies. A mention follows the mention rules instead. Your preferences still determine whether the event is included in Inbox, email or both.
Notification emails use the recipient’s current account language when sent, rather than the language of the person who triggered them. English is used when no supported account language is recorded. Delivery failures can be retried, so an email may arrive later than the website action. A missing email does not prove that a comment, invitation or approval failed.
How long does notification history remain?
Notifications are kept for 90 days.
A deleted comment can leave a history entry with a deletion message in place of its quoted text. Pending emails about the deleted comment are cancelled, but an email already sent cannot be recalled.
A deleted site’s name appears as plain text in its deletion update. Old notifications do not restore site access. If a link no longer opens a site or comment, check that you are signed in with the invited account and still have access. Ask an Owner about access changes rather than treating an old notification as permission.
Can the desktop app notify me when Tracy finishes?
With desktop notifications enabled on a supported computer, the app can show a system notification for a live agent outcome when no Tracy window is in front.
In the desktop app, open “Settings”, then “Notifications”, and use the “Desktop” controls. This is a setting for that computer, separate from the account’s Inbox and Email switches. The Desktop row is not shown in the web browser.
The app follows live events in conversations it is connected to, excluding subagent conversations. It can report completion, an error, cancellation, or a request for your input or approval. It does not replay old outcomes when conversation history loads or the connection is restored. Keeping the app closed is not a way to receive these live alerts.
If any Tracy window is in front, the app suppresses the alert, even when a different Tracy conversation finishes. Duplicate reports are suppressed, and alerts arriving too close together can also be suppressed. A completion alert says the agent’s turn ended; it does not prove that the website change is correct.
Use “Sound” where offered, or keep “System Default”. Use “Send a test notification” to check the system alert. The test can be sent while Tracy is in front, so it does not test the normal foreground suppression rule. A test being sent does not prove the operating system displayed or played it. Check the system’s notification permission and quiet-mode settings if nothing appears or sounds.
AI can make mistakes. Not every change can be undone, and external effects cannot be recalled. Review the website and See what Tracy changed before accepting the result.
What should I do if notifications or settings fail?
If Inbox says “Could not load your notifications.”, check your connection and use “Try again”. A failed load is not proof that there are no notifications. Sign in again if your session has ended.
If notification preferences could not load, close Settings and try again. If a switch change could not be saved, check its restored value before retrying. Settings and Inbox can be hidden in some Tracy environments; if either is missing, report the environment and the missing control.
For a persistent problem, contact Tracy Discord. Include the affected site, what you expected, the time and time zone, the notification channel and the exact displayed error. Remove passwords, access tokens, sign-in codes and private customer information before sharing screenshots or copied details.
Frequently asked questions
What appears in Inbox and email?Inbox and collaboration emails cover work between people, including invitations, access requests, comments and team updates.
How do I answer an invitation or review a request?An invitee can accept or decline their own invitation; only an Owner can approve or decline requests to join a site or receive edit access.
Why can I no longer answer a request?When one Owner answers a request, the related action cards for the other Owners are settled so the request does not need another answer.
Can I turn off emails but keep Inbox notifications?You can choose Inbox and Email separately for each notification group, except the locked group for requests to your sites.
Who receives comment notifications?Mentions notify the people named, replies notify the thread’s existing authors, and a person resolving or reopening a thread notifies its original author.
Why did several replies arrive in one email?The first reply email is sent immediately, and further reply emails for that thread within five minutes are held and grouped.
How long does notification history remain?Notifications are kept for 90 days.
Can the desktop app notify me when Tracy finishes?With desktop notifications enabled on a supported computer, the app can show a system notification for a live agent outcome when no Tracy window is in front.