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Who uses this: Engage users manage their own message tone and manual ringer silencing; Admins control the company-wide auto-silence setting. Availability: United States and Canada. Requires the Engage add-on.
Engage notifications are the settings that control incoming call and message tones in Engage — letting you toggle the message tone, silence the ringer on your own device when a line is shared, and decide whether a missed call marks a conversation as unread. They matter most when several people share one phone line and every device rings at once.

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Overview

Engage notification settings let you toggle the incoming message tone on or off to match your preference. On top of that, Engage gives you two ways to manage a ringing line — silence it yourself, or have Engage silence it automatically while you’re on a call — plus a setting for how missed calls show up in your conversation list. The toggles live in the Engage web app under Settings > Notifications; manual ringer silencing happens on the incoming call pop-up itself.

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Step-by-step setup

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1. Open your notification settings

  1. In the Engage web app, open Settings.
  2. Select Notifications from the settings menu.
  3. Toggle Incoming Message Tone on or off to control the message notification tone.
  4. Select Save to apply your changes.
Engage Settings open to the Notifications tab, showing the Incoming Message Tone, Silence Incoming Ringing, and Mark missed calls as unread toggles with the Save button

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2. Silence the ringer manually on a shared line

When multiple users share a line, the manual ringer silencer mutes the ringer on your specific device — the call alert continues for other line assignees and managers, so you cut your own distraction without cutting theirs.
  1. Select the arrow icon on the incoming call pop-up to silence the ringer.
  2. To respond to the silenced call, select the pop-up again to see the accept and end options.
Incoming call pop-up showing the caller's number with the arrow icon circled in its top corner, which silences the ringer on your device

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3. Silence incoming ringing automatically during active calls

Admin users can turn on Silence Incoming Ringing on WebApp During Active Calls to automatically mute incoming call sounds on the web app when a user is already on a call. The setting is company-wide — it applies to all Engage users and phone lines in the company. When it’s on:
  • Users on an active call do not hear ringing for new incoming calls.
  • Visual notifications for incoming calls still show on both the web and mobile app.
  • Calls still appear in reporting and in missed-call lists.
Mobile users must still silence calls manually using their device’s volume controls.

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4. Decide how missed calls appear in your conversation list

Mark missed calls as unread messages in conversation list is on by default. When the setting is on, a missed call marks the conversation as unread in the conversation list, in addition to appearing in the calls list. Turn the setting off if you want missed calls to appear only in the calls list without triggering unread notifications in the conversation view.
Read and unread status is tracked for each user. When you open a conversation, it clears the unread badge for you but stays unread for teammates who haven’t opened it. To clear a conversation for everyone with access to the line, use Mark as Read for Everyone. See Mark a conversation as read for everyone.
Your setup is working when a shared-line call rings the way your team expects — silenced on the devices you chose, still alerting the rest, and logged in reporting either way.

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Settings reference