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The phone app sends a notification when a customer writes, so a new message does not wait until you next look.

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Turn notifications on

1

Open the app

On the Chats tab, a card says Never miss a customer. Choose Turn on.
2

Allow notifications

When your iPhone asks for permission, allow it.
If you dismissed the card, open the Settings tab and choose Notifications, then Allow notifications. The row shows On when it is working.

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What you are notified about

Open the Settings tab and choose Notifications. Under Tell me about: A reminder you set with Follow up later always arrives. Under How they look:
  • Show message text: puts the customer’s words on the lock screen. Turn it off to show a neutral line.
  • Sound: plays a sound when a notification arrives.
The same screen has an Email group for the emails Companion sends you. These choices follow your account. They are the same on the web and on any phone you sign in on.

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Good to know

  • While a chat is open on screen, its notifications arrive quietly.
  • When a chat is read, on your phone, on the web or by a colleague, its notification is taken off your lock screen.
  • The number on the app icon is your unread chats.
  • Logging out stops notifications on that phone.

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Fix missing notifications

You have not been asked yet. Open the Settings tab, choose Notifications, then Allow notifications, and allow them when your iPhone asks.
Notifications were refused for the app. Tap the row to open your iPhone’s settings for Message Companion and allow notifications there. The app picks up the change when you come back to it.
Notifications are allowed, but the phone could not sign up for them. Check your connection, then tap Retry.
Check the switches under Tell me about. If New messages or Website chats is off, you will not hear about those. If Only my chats is on, you will not hear about chats nobody has picked up.
Check Sound and Show message text under How they look.
Check that your iPhone’s own settings allow notifications for Message Companion. If they do and nothing arrives, contact support and include the app version from the foot of the Settings tab.

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Notifications on the web

On the web, the bell lists new messages, payments and chats given to you, and can show desktop notifications. See Notifications.