Managing and troubleshooting notifications

Updated 3 weeks ago by Joost Rijlaarsdam

1- Manage notifications

To manage your notifications, follow : My account > Notifications

2- Desktop browser notifications

Desktop browser notifications are a great way to make sure you are not missing any new conversations and/or messages. They will appear in the bottom right corner, above any activity you are performing (visiting another website, using a software...)

3- Mobile notifications

To get notified on mobile of incoming conversations, head over to: Settings > Preferences (footer menu) and Switch on: Inbox notification

Push / SMS
On android phone you will receive push notifications
• On iOS you will receive SMS notifications

4- Email notifications

Did you receive an email notifications like this one?

Why do you get this notification email?

When there's one (or multiple) message/conversation waiting for you in your personal inbox

How can you get messages in your personal inbox?

  • If someone is mentioning you in a conversation (using the command @yourname)
  • If you added a comment on a result and the agent is replying to your comment (see "Commenting or liking a Result-message")
  • If a workflow rule is targeting your inbox (ask your administrator for more info)

When do you get this notification email?

Depending on your account configuration

  • Immediate (recommended to not miss any message/chat)
  • Daily Digest
  • Never

Manage your email notifications

My account > Notifications > Email Notifications

5- Troubleshooting notifications

Recovering browser notifications (once blocked)

At one point during your on-boarding your browser ask for permission to display notifications. This is very useful because we will be able to notify you of incoming chats, even when you are not online in the App or your Browser Tab is in the background.

You may have dismissed this permission request, by choosing: Block

If you want to allow browser notifications, please take these steps:

Troubleshooting Browser notifications

Troubleshooting Iphone notifications

Troubleshooting Android notification

Troubleshooting sound notifications?

Automatically playing audio on page is probably one of the annoying things that a website can do to a user. In order to give users control over this, browsers employ various forms of autoplay blocking.

In general, browsers will block an autoplaying audio from playing. This includes playing any audio not requested by the user explicitly, like the Web1on1 sound alerts on new conversations and messages.

Autoplaying rules for all browsers are somewhat similar:

  • An autoplay with sound is allowed only when the user has done some kind of gesture with the website before - click, type etc
  • On mobile, autoplaying with sound will always be allowed if the user has placed the website to their home screen.

For this reason, if you have sound alerts enabled, it's best to have some interaction with the agent console after loading the application. Any click on the document itself (this excludes scrolling) will count as user interaction.

For reliable notifications, audio alerts are best combined with browser tab indicators or desktop notifications.

More information: read the rationale for Chrome, or change the user preferences for Firefox and Safari.

How did we do?

Not receiving Web1on1 system emails?

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