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, where the switch reads Online or Offline:
- 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. The one exception is the organization's owners: when nobody is on duty, they are notified even while Offline (see below).
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 who has the conversation and who is on duty. On duty means a team member who is set to Online, is still enabled in the organization, and has access to the brand behind the conversation (owners and admins have access to every brand). The assigned / unassigned / waiting states are the same ones used in the dashboard's Inbox:
| Conversation | Who gets notified |
|---|---|
| Assigned to a team member who is on duty | Only that team member. The notification is titled with the visitor's name and shows the message. |
| Assigned to a team member who isn't on duty | Handled as if it were unassigned — see the next two rows. Email conversations are the exception: they stay with their team member, and nobody else is notified. |
| Unassigned | Every team member on duty for that brand. Same title, same message. |
| Nobody is on duty | The organization's owners — even while they are Offline themselves. Their notification shows the message too, starting with "Nobody on duty · …", and they also get an email with the conversation (subject "You have a new message in <organization>"). |
Brand access works the same way it does everywhere else — an agent only gets pushed for brands they've actually been granted. See the team page (avatar menu → Manage team) for how that access is set up.
When nobody answers within 5 minutes. If a visitor asked for a person and, 5 minutes later, nobody from the team has taken the conversation or written in it, the owners get one more alert: a push starting with "No answer in 5 min · …" and an email titled "No answer for 5 minutes in <organization>". This covers website, Facebook Messenger and Instagram chats — not email conversations or phone calls. It is skipped when the owners were already told at the request because nobody was on duty, and for a brand that runs its own workflow starting on Nobody picked up. The owners' emails count toward the organization's limit on owner notification emails.
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, and only two things in them do: a message the visitor writes, and a new request for a person. Lines written by the bot, a workflow or the system never push, sending your own reply doesn't notify you, and private agent monitoring notes never push a notification either.
One alert per conversation. Your phone rings for the visitor's first message in a waiting conversation. If they keep writing before anyone from the team has opened or answered the conversation, the phone stays quiet — the notification you already have is the alert. Once a team member opens the conversation (in the app or the dashboard) or answers it, the visitor's next message rings again. Every new request for a person, and every 5-minute alert, rings. A newer notification for the same conversation replaces the earlier one instead of stacking up.
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.
The bell in the Inbox
The Inbox also has a bell icon in its top corner, with a small number on it when there's something new. It opens Notifications — the dashboard's bell on your phone, separate from the push alerts for conversations described above. The list shows your workspace's updates under Today, Yesterday and Earlier, newest first, and keeps the 50 newest. Swipe a row to the left to dismiss it, or tap Clear all (and confirm) to dismiss everything. Tapping a row opens what it points at — the conversation in the app, or the dashboard page in your browser — and dismisses it. Dismissing a notification here dismisses it on the web too.
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 each message the visitor writes in a conversation assigned to you, and a different one for an unassigned conversation — for the visitor's first message (until someone from the team opens or answers it) and for every new request for a person, the Agent requested line. Lines written by the bot, a workflow or the system make no sound.
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 iPhone's own Settings app, under 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 team member while they're on duty. And if the visitor wrote several times while nobody opened the conversation, only the first message rang: open it once, and the next one alerts again.
- 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.