How to solve an issue with notifications
As a messaging platform, Crisp takes notification delivery issues seriously. Most of the time, these issues can be fixed by following this step-by-step check & fix guide:
Crisp doesn't send notifications for a pending message if that message has been seen (read) by at least 1 operator. If your team is made of multiple operators, ensure nobody reads the message to test if email notifications get delivered.
If a chat is assigned to agent B, agent A won't receive notifications. Please check your assign/routing settings:
https://help.crisp.chat/en/article/how-do-routing-assign-work-qjl2d2/
Crisp is sending notifications to one operator at once to avoid flooding your team and to avoid concurrency.
We deliver notification using priorities, to an online agent first, and offline agents then. For instance:
Agent A is online, Agent B is online, Agent C is offline.
Crisp delivers a notification to Agent A, but Agent A is not taking action.
We deliver a notification to Agent B, but Agent B is doing something else
We finally send the notification to agent C (only if push notifications are enabled)
To prevent from killing your battery, most phone providers are slowing notification delivery to prevent battery.
When loading Crisp on a phone, we synchronize your Phone Notification ID (generated by your phone) and push it to Crisp API. It allows then Crisp API to send you notifications.
Sometimes, a network issue might affect this precious data exchange between your phone and our servers, resulting in a notification delivery failure.
In that case, just Just reboot your phone and your Crisp APP
You need to ensure that notifications are enabled, both on your Crisp dashboard and in your phone settings.
On Crisp settings, check it from https://app.crisp.chat/settings/notifications/
If your phone is running iOS or Android, check Application Settings, and then search for Crisp. And then ensure push notifications are enabled
Please ensure that DoNoDisturb mode is not enabled on your Desktop or on your phone, otherwise, notifications will be silent.
From experience, VPNs and proxies can impact the notification delivery.
If you are using the Crisp Desktop App, or a browser that is not compatible with push notifications, then, you must ensure that the Crisp Inbox tab is focused. For instance, if the MagicMap tab or the Contacts tab is focused, you won't be able to receive notifications.
I this case we suggest the following procedure:
- Go to the Android settings
- Go to Apps
- Crisp
- Clear data and cache
- Delete the Crisp app
- Reinstall the Crisp App
In that case, contact us and we'll proceed manual operations to your account to take appropriate actions.
1. Has one operator read the message?
Crisp doesn't send notifications for a pending message if that message has been seen (read) by at least 1 operator. If your team is made of multiple operators, ensure nobody reads the message to test if email notifications get delivered.
2. Chat is assigned to an other agent
If a chat is assigned to agent B, agent A won't receive notifications. Please check your assign/routing settings:
https://help.crisp.chat/en/article/how-do-routing-assign-work-qjl2d2/
3. Multiple agents are not replying
Crisp is sending notifications to one operator at once to avoid flooding your team and to avoid concurrency.
We deliver notification using priorities, to an online agent first, and offline agents then. For instance:
Agent A is online, Agent B is online, Agent C is offline.
Crisp delivers a notification to Agent A, but Agent A is not taking action.
We deliver a notification to Agent B, but Agent B is doing something else
We finally send the notification to agent C (only if push notifications are enabled)
4. Low battery mode
To prevent from killing your battery, most phone providers are slowing notification delivery to prevent battery.
5. Network issue
When loading Crisp on a phone, we synchronize your Phone Notification ID (generated by your phone) and push it to Crisp API. It allows then Crisp API to send you notifications.
Sometimes, a network issue might affect this precious data exchange between your phone and our servers, resulting in a notification delivery failure.
In that case, just Just reboot your phone and your Crisp APP
6. Notifications are not enabled
You need to ensure that notifications are enabled, both on your Crisp dashboard and in your phone settings.
On Crisp settings, check it from https://app.crisp.chat/settings/notifications/
If your phone is running iOS or Android, check Application Settings, and then search for Crisp. And then ensure push notifications are enabled
7. Do Not Disturb Mode
Please ensure that DoNoDisturb mode is not enabled on your Desktop or on your phone, otherwise, notifications will be silent.
8. You are using a Proxy or a VPN
From experience, VPNs and proxies can impact the notification delivery.
9. Inbox Tab is not focused
If you are using the Crisp Desktop App, or a browser that is not compatible with push notifications, then, you must ensure that the Crisp Inbox tab is focused. For instance, if the MagicMap tab or the Contacts tab is focused, you won't be able to receive notifications.
10. I don't receive notifications on Android
I this case we suggest the following procedure:
- Go to the Android settings
- Go to Apps
- Crisp
- Clear data and cache
- Delete the Crisp app
- Reinstall the Crisp App
None if these cases happen to me
In that case, contact us and we'll proceed manual operations to your account to take appropriate actions.
Updated on: 03/08/2022
Thank you!