Notifications
Learn when Yaplet pushes a notification to your phone, which agent gets notified for a given conversation, and what to check if notifications stop arriving.
Your availability decides everything
Whether your phone gets anything at all comes down to one switch. Go to Profile and look under Availability:
- Online — you receive new conversations, and you receive push notifications for them.
- Offline — you receive neither. Notifications stop completely while you're Offline, even on a phone where you've allowed them.
This one switch answers most "why am I not getting notifications?" questions — check it first. See Profile & Settings for where to find it.
Who gets notified
When a visitor sends a message, who gets pushed a notification depends on the conversation's assignment — the same assigned / unassigned / waiting states used in the dashboard's Inbox:
| Conversation | Who gets notified |
|---|---|
| Assigned to an agent | Only that agent — and only while they're Online and have access to the brand behind the conversation. The notification is titled with the visitor's name and shows the message. |
| Unassigned | Every Online agent with access to that brand. Same title, same message. |
| Nobody is Online | The organization's owners, with a deliberately vague notification: "New message — You have a new message in <organization>", with no message text. |
Brand access works the same way it does everywhere else — an agent only gets pushed for brands they've actually been granted. See Organizations for how that access is set up.
The owners' notification withholds the message on purpose: the owners may not be the people actually handling that conversation, so there's nothing about it worth sending them beyond the fact that something arrived.
A message that's only a picture, with no text, notifies as "Sent an attachment" or "Sent 3 attachments" rather than arriving blank.
Only conversations that are waiting for a reply trigger a notification — sending your own reply doesn't notify you, and nothing pushes again until the visitor writes back. Private agent monitoring notes never push a notification either.
Tapping a notification
Tap any notification and it opens that conversation directly — whether the app was already running in the background or completely closed. A cold tap launches the app straight into the conversation instead of the Inbox.
While the app is open
No banner appears while you're already looking at the app — there's no need to interrupt a screen you can already see. Instead, the app plays a sound and vibrates: one sound for a new message in a conversation assigned to you, and a different one for a brand-new, unassigned conversation.
Notifications on Android and iPhone
On Android, notifications arrive through a channel called Messages. You can adjust its sound and importance from the phone's own notification settings for Yaplet.
On iPhone, permission is asked once, right after your first sign-in. If you decline it, iOS won't ask again automatically — you have to turn it back on yourself, in the phone's Settings app → Yaplet → Notifications.
If notifications stop arriving
Work through these in order:
- Is your status Online, on the Profile tab? Offline gets nothing, on any conversation.
- Did you allow notifications for Yaplet on this phone — and are they still allowed in the phone's own notification settings?
- Do you have access to the brand behind that conversation?
- Is the conversation actually waiting for a reply, or has a colleague already taken it? Check its status in the Inbox — an assigned conversation only notifies that one agent, and stops entirely once they go Offline.
- Are you signed in on this phone? Signing out removes this device's push registration.
- Still nothing? Confirm you're on the current app version — see Getting Started.