Notifications and the notification feed
The one place that tells you something needs you, rather than waiting for you to look.
Almost everything in this product waits for you to look at it. The notification feed does not, which makes it the only channel through which the product can tell you something is wrong.
Four things arrive there and each matters to somebody different: template approvals and rejections if you manage WhatsApp, workflow failures if you own automations, and mentions and assignments if you work conversations.
Before you start
- A login, and the mobile app if you want notifications to reach you.
Steps
Open the notification feed
Top right, with a count. It is the same in the mobile app.
Turn on mobile notifications
The reason the app is worth installing. Without them it is a smaller browser, and work that arrives by assignment will not reach you.
Watch it if you own workflows
Failures arrive here and nowhere else. A workflow failing quietly for a month is the classic automation disaster, and this is the thing that prevents it.
Watch it if you manage WhatsApp
Template approvals and rejections appear here as well as inside Meta, so you do not have to keep checking Business Manager.
Turn off what you never act on
A feed you have learned to ignore is worse than no feed, because you will ignore the important one too. Be ruthless about this.
Check the address on your account
Some notifications go by email. An address nobody reads is the same as no notice.
Check it worked
Ask somebody to mention you on a contact while your phone is locked. If it arrives and opens the right record, your notifications are working. If not, fix it now rather than discovering it during an incident.
The parts people get wrong
- Agents are only notified about work assigned to them. If somebody is not being notified, check whether the conversation was actually assigned.
- Workflow failures go to the workflow owner. If that person has left, the failures go nowhere.
The ones people actually ask
Can I turn off specific email notifications?
Yes, you can individually uncheck the email box for specific triggers while keeping web or mobile alerts.
Do notifications tell me about unassigned chats?
No, notifications are designed for items explicitly happening to you, like mentions or direct assignments.
Why am I getting double notifications?
If you have both desktop browser notifications and the mobile app installed, you may see both ping simultaneously.
Can an admin change my notification settings?
No, notifications are personal settings and must be managed by the user themselves.
How quickly do email notifications arrive?
They are dispatched immediately, meaning they usually hit your inbox within seconds of the event.
I am missing important notifications.
Turn on mobile notifications, and check the email address on your account — some notifications go by email and an address nobody reads is the same as no notice. If you own workflows, the feed is the only place failures are reported.
I get too many and have stopped reading them.
Turn off what you never act on, ruthlessly. A feed you have learned to ignore is worse than no feed, because you will ignore the important one too.