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An inbound call that nobody answered used to leave nothing behind except a row in the call history. A missed call now alerts you on every surface you work from: an in-app alert on the dashboard, a desktop notification when the dashboard tab is in the background, an entry in the Notification Center, and a push on the mobile app. This guide covers when each surface fires, what counts as missed, who gets alerted, and how to bring a quiet surface back.

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The four surfaces, and when each fires

In-app alert. When the missed call lands while you are looking at the dashboard, you get a “Missed call from …” alert and the missed-call badge bumps. Your call list refreshes at the same moment, so the call is already in the history when you go look for it. The general behavior of dashboard alerts is covered in In-dashboard notifications. Desktop notification. If the dashboard tab is in another window, behind another tab, or minimized, the in-app alert is not visible to you, so your computer shows a system notification instead. A foreground tab never shows both: the desktop alert fires only while the tab is hidden or unfocused, so one missed call produces exactly one alert, on the surface you can actually see. Notification Center. A call routed to you personally adds an entry to the Notification Center behind the bell icon, titled “Missed call”, with a link into your call history. Entries are per person: a call that rang you and only you adds yours and nobody else’s. Mobile push. The mobile app registers the device for push the moment sign-in completes; accepting the OS notification prompt at first sign-in is the whole setup, as Mobile app first-shift onboarding walks through. With push allowed, a missed call reaches the lock screen even when the app is closed. Signing out retires the device token, so a retired phone stops alerting immediately.

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What counts as missed

A call counts as missed when it rang and was not answered:
  • Caller hung up while ringing. The caller gave up before anyone picked up.
  • Ring timeout. Nobody answered inside the ring window, including when no agent was online to answer.
  • Busy line. The call arrived on a line already in use.
Two cases never alert, deliberately:
  • Declined calls. You saw the call ring and chose not to take it. That is a decision, not a miss, so no surface reports it as one.
  • Calls you placed. A call you dialed yourself is outbound. If you hang up while it is still ringing on the other end, the dashboard does not report your own attempt as a missed inbound call, and the missed-call badge does not bump.
If alerting ever looks broken, this is the first thing to check: a quiet dashboard after a declined or self-placed call is the system working as designed, not a fault.

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Routing decides who gets alerted

Alerts follow routing. A call dispatched to one operator, such as your direct number or a queue dispatch to you, alerts only that operator: their tab, their desktop, their Notification Center entry, their phone. A call that rings a whole team, such as a ring group or a queue ringing every available member, alerts each operator it rings, on the same surfaces, while the per-person Notification Center entry stays limited to personally-routed calls so a team-wide ring does not bury anyone’s feed. Who rings for which number is configured in Ring groups and Voice queues; missed-call alerting needs no extra configuration on top of it.

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Make sure desktop alerts keep working

The desktop notification is the surface most likely to go quietly quiet, and each cause has its own fix:
  • Permission never granted, or denied. The incoming-call screen asks for notification permission the first time a call rings in the dashboard. If you dismissed that ask, grant it from the browser: select the lock or tune icon left of the address bar, set Notifications to Allow for the dashboard’s address, and reload. Until the browser reports permission as granted, no desktop alert can fire.
  • The OS is hiding notifications. Windows focus assist (do not disturb) and macOS Focus can swallow browser notifications even with the browser permission granted. Add your browser to the OS allow-list, or switch the focus mode off during shifts.
  • Several tabs open. If you keep the dashboard open in more than one tab, a missed call still produces one desktop notification, not one per tab; alerts are deduplicated per call. The foreground tab shows its in-app alert instead of a desktop notification, as above.
Clicking a desktop notification brings the dashboard tab to the front and closes the notification, so the click is also the way back to the call.

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Respond to a missed call

Every surface routes you back to the same place:
  • Clicking the desktop notification brings the dashboard to the front.
  • The Notification Center entry opens your call history, where the call shows with the caller’s number and the missed flag.
  • The in-app alert and badge lead to the same call list.
From the call history, select the caller’s number to dial back; reading and working the history is covered in Voice calls and call logs. If you want the caller to hear from you without anyone dialing, pair alerting with Missed-call → SMS callback: the number texts the caller back automatically the moment the call is missed, and their reply threads into your inbox.

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Webhook and API note

There is no organization-level webhook event for missed-call alerts, by design. An alert belongs to the operator the call rang to: it rides on that person’s browser permission, their Notification Center, and their device push registrations, so an org-wide sink would have no one to tell. Org event webhooks under Developer → Webhooks cover developer events and fire regardless of any member’s alert settings; Configure notification channels explains that boundary between per-user delivery and org webhook sinks. The controls on this page are the tenant-owned ones each operator already holds: the browser notification permission, the OS push permission on their devices, and their sign-in state on each device.