Browser notifications help teammates notice new customer work even when they are not looking at the Inbox.
Notification access is configured per browser and device. Enabling it on one computer does not automatically enable it on another computer, browser profile, or phone.
What can generate a notification?
Hellotext can notify a teammate when:
- A customer sends a new message in a conversation assigned to that teammate.
- Another teammate or an AI agent assigns a conversation to them.
- Someone mentions them in an internal note.
- A customer sends a new message in an unassigned conversation.
For an assigned conversation, the incoming-message notification goes to the assigned teammate.
For an unassigned conversation, the incoming-message notification can go to the business users who have notifications enabled on their devices. Assigning conversations quickly helps reduce broad alerts and gives the next reply a clear owner.
Automatic replies and customer opt-out commands do not generate the ordinary incoming-message notification.
Enable notifications on a device
- Open your avatar menu in Hellotext.
- Select Account settings.
- Find Push notifications.
- Select Enable.
- When the browser asks for permission, select Allow.
Hellotext confirms that push notifications are enabled on the current device.
Repeat these steps on every browser and device where you want to receive notifications.
What happens when a notification arrives?
The browser or operating system displays the notification according to its own settings.
Select the notification to open or focus the relevant conversation in Hellotext. If Hellotext is already open on that conversation, the browser may avoid showing a duplicate alert.
When Hellotext is open, it can also play the Inbox notification sound. The browser may suppress sound until you have interacted with the page, and the operating system’s volume or focus settings still apply.
Hellotext does not currently provide a separate sound switch. Notification sound depends on the browser subscription, browser audio rules, device volume, and operating-system notification settings.
Disable notifications on one device
- Open your avatar menu.
- Select Account settings.
- Find Push notifications.
- Select Disable.
This removes the active notification subscription from the current browser. It does not disable subscriptions that you enabled on other browsers or devices.
If the browser permission was blocked
After you select Block or deny permission, the browser may stop Hellotext from asking again.
Open the site permissions for Hellotext in the browser, change Notifications to Allow, and reload Hellotext. Then return to Account settings and enable push notifications again.
If the browser does not support web push notifications, Hellotext cannot enable them on that browser. Use a supported, current browser or another device.
If notifications are enabled but do not appear
Check:
- Notifications are enabled in Hellotext on this exact browser and device.
- The browser allows notifications for Hellotext.
- The operating system allows notifications from the browser.
- Focus, Do Not Disturb, or battery-saving modes are not suppressing alerts.
- You are signed in to the correct Hellotext account and business.
- The conversation is assigned to you, mentions you, or is unassigned when the customer message arrives.
- The browser profile has not cleared site data or removed the push subscription.
Disable and enable notifications again from Account settings if the browser permission is allowed but the subscription no longer appears active.
If the notification appears without sound
Check:
- The device and browser are not muted.
- The browser tab has been used at least once so it can play audio.
- The operating system allows sound for browser notifications.
- Focus or Do Not Disturb is not silencing notifications.
The visual notification and the sound are controlled by several browser and operating-system rules. Receiving one does not guarantee that the other is allowed.
Keep notification ownership useful
Notifications work best when conversation ownership is current.
- Assign active customer work to the teammate responsible for the next reply.
- Use mentions when you need context or a decision without transferring ownership.
- Review unassigned conversations so new messages do not remain broad team alerts.
- Close completed work and use reminders for conversations that should return later.
Use Filter and search conversations in Inbox to find the corresponding queue after opening Hellotext.