Notifications not arriving
A checklist for when push notifications on your phone or IconEngage emails don't arrive, and what the web app does and doesn't notify you about.
IconEngage notifies you in two ways: push notifications in the mobile app, and emails. The web app doesn't send browser or desktop notifications. While the web inbox is open, new messages appear in it on their own. To be alerted when you're away from your desk, use the mobile app.
Push notifications on your phone
Work through this list in order. Most problems are solved in the first few steps.
Are you signed in? Signing out stops notifications on that phone. If the app shows the sign-in screen, sign in again.
Is the right organisation open? Your phone gets notifications only for the organisation that's open in the app. If you belong to several, open the one you want to hear from. See Sign in to the mobile app.
Does your phone allow notifications from IconEngage? Go to More › Notifications. If you see "Notifications are turned off for IconEngage in your phone's settings…", tap Open Settings and turn them on. If you see Allow notifications, tap it.
Is everything muted? On the same screen, check that Show notifications is on and Mute all says Off. If a banner says notifications are muted, tap Unmute. See Mute notifications on your phone.
Is the chat muted? A muted chat shows a bell with a line through it in the inbox. Open the chat's Conversation actions and tap Unmute notifications.
Are you in quiet hours? Check Quiet hours on the Notifications screen. Quiet hours use your phone's time zone.
Is this kind of notification turned on? Check the switches under Notify me about:
- Messages in a conversation you hold need New messages in my chats.
- Messages in conversations nobody holds need New messages nobody holds. You also need to be Available or Busy on the Home tab.
- WhatsApp credit and allowance notices need WhatsApp credit and plan limits.
Was it something you did? You aren't notified about your own actions, such as taking a conversation, or about messages your team sends.
Does your organisation require two-factor authentication or single sign-on? If the rule was turned on after you signed in on the phone, your phone stops getting notifications. Sign out of the app and sign in again.
Still nothing? Sign out of the app and sign in again. This registers the phone for notifications again.
No sound, or no vibration
- Check Sound, and on Android Vibrate, under Alerts on the Notifications screen. They apply to every kind of notification.
- On Android, IconEngage's notification channels can also be changed in Android's own settings, and Android's setting wins.
- On iPhone, vibration follows Sound & Haptics in the phone's Settings app. Also check that Silent mode is off.
The notification doesn't show the message
That's expected. Notifications show at most the contact's name ("New message" and the name), and your organisation may hide even the name on the lock screen. Open the app to read the message. See Notifications on your phone.
Several messages, one alert
If a customer sends several messages in quick succession, you get one alert, and the badge count goes up for the rest.
Email notifications
IconEngage sends emails for your account, and some billing notices:
| Who gets it | |
|---|---|
| Verify your email address | You, when you sign up |
| Invitation to an organisation | The person invited |
| Password reset link | You, when you ask for one |
| Two-factor authentication turned on | You |
| Account locked after too many failed sign-ins | You |
| WhatsApp credit is running low | Owners and Billing Administrators |
| A campaign paused because WhatsApp credit is too low | Owners and Billing Administrators |
| Usage allowance at 80% and at 100% | Owners and Billing Administrators |
If an email doesn't arrive:
- Check your spam or junk folder.
- Check the email address on your profile. See Profile.
- For the low-credit email, check that a Low-balance notice is set on the WhatsApp credits page. The email is sent once each time the balance drops below it. See WhatsApp credits.
- For billing emails, check your role. Only Owners and Billing Administrators receive them. See Roles and permissions.
IconEngage doesn't email you about new customer messages or assignments. Use the mobile app for those.
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.