Notifications not arriving

Work through this checklist from top to bottom. Most missing notifications are fixed in the first three steps.

1. Check your notification preferences

Click your avatar at the bottom of the left sidebar and choose Profile settings.
Scroll to Notification preferences.
Make sure the events you expect are ticked in the Email or Push notification column.

Each event is separate. For example, ticking A conversation is assigned to you doesn't send you a notification for new messages in that conversation. For that, also tick A new message is created in an assigned conversation.

You want to hear about	Tick
Every new conversation in your inboxes	A new conversation is created
Conversations given to you	A conversation is assigned to you
Teammates asking for your help	You are mentioned in a conversation
Customer replies in your conversations	A new message is created in an assigned conversation
Replies in conversations you've joined	A new message is created in a participating conversation
SLA problems	The three misses ... SLA events, if your account uses SLAs

Preferences are saved per account. If you belong to more than one EngageOne account, check them in each one.

2. Check that you're in the right inboxes

You're only notified about new conversations in inboxes you're a member of.

Ask your administrator to check Settings → Inboxes → (inbox) → Collaborators and make sure you're listed.
If you can't open a conversation because of your role or team, you won't be notified about it either.

3. Check the browser permission (push)

Make sure the switch next to Enable push notifications for your browser so you're able to receive them is on in Notification preferences.
Make sure your browser allows notifications for your EngageOne address.

See Browser notifications for steps in Chrome, Edge, Safari and Firefox.

4. Check your computer and phone settings

Even when EngageOne sends a notification, your device can hide it.

Setting	What to check
Focus or Do Not Disturb	macOS Focus, Windows Do not disturb, and iPhone or Android focus modes silence notifications. Turn them off, or allow your browser or the EngageOne app.
Browser notifications in the system	In Windows Settings → System → Notifications or macOS System Settings → Notifications, allow your browser.
Battery saver	On Android, battery optimisation can delay app notifications. Exclude the EngageOne app from it.
App notifications on the phone	Check the app is allowed to send notifications in your phone's settings.

5. Understand when EngageOne doesn't notify

Some situations don't create a notification by design:

Situation	Why
A bot or the EngageOne AI Assistant is still handling the conversation	The "new conversation" notification is sent when the bot hands the conversation to your team.
You sent the message yourself	You aren't notified about your own replies or your own assignments.
The contact is blocked	Only mentions still notify you.

Note: Your availability (Online, Busy or Offline) doesn't turn notifications on or off. It controls whether automatic assignment gives you new conversations. If you're Offline, you may simply not be assigned anything to be notified about.

6. Check email notifications

Look in your spam or junk folder, and mark EngageOne emails as Not spam.
Check that your email address in Profile settings is correct.
Make sure you've confirmed your email address. Unconfirmed users don't get email notifications.

7. Check the mobile app

Allow notifications for the app in your phone's settings.
Sign out of the app and sign in again.
Make sure you're signed in to the same installation and account as in the browser.

See Mobile apps.

8. Still nothing?

Check My Inbox in the sidebar. Assignments, mentions and new messages are listed there even if a push or email didn't reach you.
Try a different browser or device to see whether the problem is with one browser.
If push doesn't work for anyone on your team, ask your administrator or Driansh support to check that push notifications are set up for your EngageOne installation.