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Notifications
MyChatBot reaches your team through five paths, and they do not all fire for the same events. This page lists each path, what turns it on, and the exact triggers — so "why didn't anyone get told?" has an answer.
In the app
- Notifications page — the bell in the sidebar, app.mychatbot.app/notifications.
- Sound and Push notifications — your avatar → Settings → General (/profile/general).
- Telegram — per agent, Agents → Settings → Flight Control (the group) and Handoff Control (assignment and outreach alerts).
At a glance: what triggers what
| Event | Bell | Push | Toast + sound | Telegram group | |
|---|---|---|---|---|---|
| A client writes in a chat that is in Attention or Operator mode | – | ✓ (Attention only) | ✓ | – | – |
| A client writes in a chat the AI is handling normally | – | – | – | – | – |
| The agent hands the chat to a human | – | ✓ on the next client message | ✓ | ✓ "needs attention" | – |
| The agent notifies an operator without handing over | – | ✓ on the next client message | ✓ | ✓ | – |
| A manager is auto-assigned on handoff | ✓ (personal) | – | – | ✓ | ✓ to the manager |
| A capture-only automation saved a new lead | – | – | – | ✓ (if enabled) | – |
| An outreach could not reach the contact | – | – | – | ✓ (if enabled) | – |
| A channel, integration or knowledge base disconnected | ✓ | ✓ | – | ✓ | ✓ to the account owner |
| Balance ran out / low, subscription expiring | ✓ | – | – | ✓ when agents are switched off | ✓ (one per account) |
| An inbound message could not be processed | ✓ | – | – | – | – |
| Lead Form outreach, SMS delivery or a call failed | ✓ | – | – | – | – |
| Contact or catalog storage went over the plan | ✓ | – | – | – | ✓ |
Two things stand out. Ordinary client messages never reach the bell, Telegram or email — they only raise the unread badge (see Chats → What the numbers mean). And a manager assignment is the only event that reaches a specific person — everything else goes to the whole account.
The Notifications page
Notifications in the sidebar. The bell shows a red dot (no number) whenever at least one notification is New. It refreshes in real time, on every window focus, and every minute in the background.
| Element | Behaviour |
|---|---|
| Total / Unread / Last update cards | Counts over the notifications currently loaded. Unread = status New, labelled "Action required" when above zero and "All caught up" otherwise |
| Search | Matches the message text and the type ("Search by message or type...") |
| All statuses | New / Seen |
| All types | The types present in your list (untyped entries show as Info) |
| Date range | Created-at window |
| Mark as seen | Sets the notification to Seen; only shown while it is New |
| View | Opens Notification details — Type, Status, Created, Activity, Details |
| Remove | Hides it for good (it is kept as removed, not deleted) |
| Pagination | 25 rows by default; 50 and 100 available |
Filtering, sorting and paging happen in the browser over the full list, so a filter never hides a notification that is still loading.
Who sees what. A notification is either account-wide (every teammate sees it) or personal — currently only manager assignment is personal, and only the assigned manager sees it.
Notification types
| Type shown | When it is written |
|---|---|
| manager_assigned | A handed-over chat was assigned to you (see Manager assignment) |
| disconnect_alert | A channel, integration or knowledge base was disconnected because of an error (expired access, revoked token). One alert per thing, held until it reconnects |
| payment / subscription_expiration | Balance hit zero or is low; the subscription is about to end — see Balance & billing |
| handle-chat-<id> | An inbound message could not be processed and is being retried |
| handle-chat-<id>-abandoned | Retries were exhausted: "The message was saved to the chat and needs a manual reply." The chat is also flagged for Attention |
| outreach | A Lead Form Instant Outreach send failed for a lead |
| sms_delivery_failure / calls | Twilio reported an SMS failure; a call could not be started |
| Overage / feed / broadcast / rate-limit types | Storage overage, feed sync problems, broadcast issues, an API rate limit was hit |
Browser push
Settings → General → Push notifications — "Receive notifications on your device when new messages arrive, even when the app is closed."
- The switch is per device and browser: enable it on each machine you use. Turning it off removes only the current device.
- Disabled states are explained inline: "Push notifications are not supported on this device", "Notifications are blocked. Please enable in browser settings.", and on iOS "add this app to your Home Screen first to enable notifications."
- A push is sent only for chats flagged for Attention — a new client message on a chat the AI is handling normally raises the unread badge but sends no push. The push carries the client's name and the last message (first 100 characters) and opens the chat.
- Disconnect alerts are also pushed.
A second, lighter path exists while the app is open: when your tab is hidden or you are on a page other than Active chats, a browser notification "New client message — chat awaits your attention." appears for Attention chats. It needs no push subscription.
Sound and toasts
Settings → General → Sound notifications — "Play a beep on new messages." The setting follows your user across devices.
| Signal | When |
|---|---|
| Toast (bottom-left, up to three, 3.5 s each) | A client message arrives in a chat that is in Operator mode or flagged for Attention, is not spam, and is not the chat you have open. Click to open the chat |
| Beep | Same rule as the toast, on Attention chats. The browser needs one click anywhere in the app before it may play sound |
| "N new messages while you were away" | One catch-up toast when you return after 4 hours or more and unread messages arrived meanwhile. It never replays the backlog one by one |
| Follow-up toasts | "Follow-up … scheduled for …" and the one-at-a-time notices when you change a status or label in a chat |
Toasts are suppressed for the first few seconds after the app loads, so a backlog does not stack up on sign-in.
Telegram (Flight Control)
Every operator-side Telegram message goes to the agent's Flight Control group — connect it under Agents → agent → Settings → Flight Control (see Assistant configuration). With no group connected, the Telegram leg is skipped silently; nothing else changes.
| Message | Trigger | Shape |
|---|---|---|
| needs attention | The agent hands the chat to a human (not when a teammate's own reply caused the switch) | <name> @<username> id: <client id> needs attention: <reason>, the channel, and a link to the chat |
| Operator ping | The agent decides a human should know but keeps talking | Message, Client, Phone, Email, Client ID, chat link. The chat is flagged for Attention, AI stays on |
| Assigned to <manager> | A fresh automatic assignment | Client, Channel, Reason, link. A repeat escalation on a chat that already has that owner is not re-posted |
| New lead captured | A capture-only automation (Trigger Outreach, Lead Form Instant Outreach) saved a lead and Notify Telegram group about new leads is on | Source, Name / Email / Phone / Telegram / Company, then the form answers |
| Disconnect alert | A channel, integration or knowledge base the agent uses disconnected | One alert per group until reconnect |
| Outreach failure alert | Handoff Control → Outreach failure alerts is on and an outreach could not reach the contact — "they blocked messages, restricted their account, aren't on WhatsApp, or have no reachable number" | Per failed contact |
| "turned off due to insufficient tokens" | Balance ran out and the agent was switched off | See Balance & billing |
Throttles:
- New lead captured: at most one notification per lead per 24 hours, and 30 per agent per hour — the 31st is replaced by a one-line paused notice so the silence reads as throttling, not a fault.
- Assignment: a repeat escalation to the same manager on the same chat is quiet for 15 minutes; a fresh assignment is never throttled.
Email
| To whom | |
|---|---|
| Manager assignment | The assigned manager's login email. Members created without an email (older self-signups) are skipped |
| Disconnect alert | The subscription owner |
| Balance ran out | The account — one email per account, not one per agent |
| Low balance | The account, at up to three thresholds, with the approximate messages left |
| Subscription expiring | The account |
| Contact / catalog storage overage | The account owner, at most once per 30 days and only when the charge grew |
Manager assignment
When Assign a manager when a chat is handed over is on (agent → Handoff Control), each handoff runs three independent legs: the bell (personal), email, and the Flight Control group. A missing email address or an unconnected group skips that leg only. Rules for who gets assigned live on Team & access.
Why didn't I get notified?
| Symptom | Check |
|---|---|
| No push for a new client message | Pushes go out only for Attention chats. Normal AI chats raise the unread badge only |
| No toast or beep | The chat must be in Operator mode or Attention, not spam, and not the chat you have open. Sound needs one click in the app first |
| Nothing in Telegram | Is a Flight Control group connected to that agent? Escalations caused by a teammate's own reply are deliberately not posted |
| No "New lead captured" | The trigger must be in capture only mode with Notify Telegram group about new leads on; you may be over the 30/hour cap, or the same lead was already announced in the last 24 hours |
| No assignment email | The manager's account has no email on file, or the same manager was assigned to the same chat less than 15 minutes ago |
| Bell shows nothing for a failed outreach | Only Lead Form Instant Outreach failures reach the bell. Other outreach failures are in the chat's Activity History and, if enabled, the Telegram outreach alert |
| Disconnect alert never repeats | It is deduplicated until the item reconnects — fix the connection and the next failure alerts again |
Use cases
- A small team without Telegram — turn on Push notifications on each device and rely on the Attention tab; assignments arrive in the bell and by email.
- A sales floor on Telegram — connect a Flight Control group per agent, enable Assign a manager when a chat is handed over and Outreach failure alerts; the group becomes the shift log.
- Lead capture without outreach — capture-only triggers with Notify Telegram group about new leads give the team every form answer within seconds, without the agent messaging anyone.
Test it
- Enable Push notifications and Sound notifications on Settings → General. Click anywhere in the app once (this unlocks sound).
- In a test chat, make the agent hand over (or flip the AI switch off and write from the client side). Expect a toast, a beep, and — if a Flight Control group is connected — the needs attention message.
- Switch to another browser tab and write again from the client side: a push arrives on this device.
- Enable Assign a manager when a chat is handed over with yourself in the pool, repeat the handoff on a fresh lead: the bell shows a New entry, the notification email arrives, and the group posts Assigned to ….
- Open Notifications, use Mark as seen on the entry and check the Unread card drops by one and the bell dot disappears.
See also
- Chats & client analytics — the Attention queue, unread badges, and what flags a chat.
- Team & access — how automatic manager assignment chooses a person.
- Assistant configuration → Flight Control and Handoff Control — the Telegram group and the alert switches.
- Automations → Trigger Outreach — the capture-only lead notification.
- Balance & billing — the balance and subscription notifications.