Not receiving notifications of conversations in MSC
Issue
Often customers complain that notifications are not received when they get a new conversation in MSC. Most of the time this happens all of a sudden and colleagues do not experience the same behavior.
Product
Mobile Service Cloud
Resolution
There are a lot of setting that can cause notification not being show in MSC. The following settings should be checked:
For Windows:
Option 1.
Make sure the correct message notifications are selected within the MSC profile of the user:
Option 2.
Check your browser settings (we advise using Google Chrome). Click on the little padlock and check if all the switches are set to the right-hand side, a more detailed overview of all settings can be found under "Site settings":
Please also check the "Pop-ups and redirects" within the "Site settings section":
Go to the vertical dots in the upper right corner of Chrome, select "Settings".
Select "Privacy and security" and select "Site settings":
Next, scroll down and click on "Pop-ups and redirects". Make sure our app is in the allowed section as show below:
Option 3.
Check if the tab of MSC/ROBIN is muted by clicking on it with the right mouse button. If it says "Unmute tab" this means the tab is currently muted:
Option 4.
Check if Windows is on "Focus mode". If this is the case, you will not receive notifications. Please turn it off.
Option 5.
Check the Windows "Notifications & Actions" section within Windows settings. Make sure the following functions are on:
Make sure your browser is allowed as a sender of notification:
For Mac OS (note that below steps may not be complete)
Option 1.
Choose the Apple menu icon and navigate to System Preferences, then click on Notifications. Select your browser in the left column.
Option 2.
Make sure Do Not Disturb is turned off. Do Not Disturb silences incoming calls and notifications. It automatically turns on when your Mac is connected to a TV or projector. Note that your iPhone might be synchronized with your Mac OS. When you switch on Do Not Disturb on your iPhone this will also happen on your Mac OS.
To choose when Do Not Disturb turns on and off, choose Apple menu, System Preferences, then click Notifications. Do Not Disturb settings are at the top of the sidebar:
