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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 assistant, Agents → Settings → Flight Control (the group) and Handoff Control (assignment and outreach alerts).
- Email alerts — per assistant, Agents → Settings → Flight Control → Email alerts: optional, separate from Telegram.
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 assistant hands the chat to a human | – | ✓ on the next client message | ✓ | ✓ "needs attention" (not if a person already has the chat) | – |
| The assistant notifies an operator without handing over | – | ✓ on the next client message | ✓ | ✓ | ✓ to the confirmed addresses, if Email alerts are on |
| 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 control number adds or cancels a live note | – | – | – | ✓ | – |
| A channel, integration or knowledge base disconnected | ✓ | ✓ | – | ✓ | ✓ to the account owner |
| Balance ran out / low, subscription expiring | ✓ | – | – | ✓ when assistants are switched off | ✓ (one per account) |
| An inbound message could not be processed | ✓ | – | – | – | – |
| A website widget held or refused an address for automated traffic | ✓ (at most one a day, by UTC, per widget) | – | – | – | – |
| Lead Form outreach failed or a lead-form email was skipped because the agent is off, 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.
A handoff on a chat a person already holds sends no "needs attention" message. If a manager's reply already switched the chat to operator mode (any reply from Active chats, or one from the channel's own app under Implicit operator handoff or the stop word), or someone turned the chat's AI switch off, before the assistant hands the chat over, the handoff skips the "needs attention" message and does not add a new Attention flag. A chat that was already flagged stays flagged. The chat stays in Operator mode, so the client's next message still follows the Operator-mode rules in Sound and toasts. Manager assignment still runs for this handoff. With it on, a lead that has no owner yet can be assigned to a manager from the pool, who is not necessarily the person already answering, and the usual bell, "Assigned to" message and email go out.
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 (for Email, per mailbox), 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, or a lead-form email was skipped because the linked agent is off: "Failed to run outreach automation for lead source email from <sender>: agent is off" (or "agent is off (<reason>)") — see Lead Form Instant Outreach |
| sms_delivery_failure / calls | Twilio reported an SMS failure; a call could not be started |
| sw-widget-guard | One address sent automated traffic to a website widget, and a message from it was held in Spam or a request from it was refused. Names the widget and the address, and says how many conversations or messages it sent within the hour (or that it was flagged in the last 24 hours); a held chat is linked. At most one a day (UTC) for each widget — see Protection from automated traffic |
| 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 assistant's Flight Control group — connect it under Agents → assistant → 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 assistant hands the chat to a human (not when a teammate's own reply caused the switch, and not when a person already has the chat in operator mode, because a manager's reply switched it to operator mode or someone switched its AI off; such a handoff also adds no new Attention flag). The handoff's other updates still happen: a name the assistant passes replaces the chat's client name, the name, phone and email it passes are saved to the chat's own client card (empty fields only, never overwriting a value, and skipping a phone another client in the account already has), and manager assignment runs | <name> @<username> id: <client id> needs attention: <reason>, the channel, and a link to the chat |
| Operator ping | The assistant decides a human should know but keeps talking | Message, Client, Phone, Email, Client ID, chat link. The Client, Phone and Email values are also saved to the chat's client card, into empty fields only. 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 assistant 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 assistant was switched off | See Balance & billing |
| Live note change | A control number added or cancelled a live note from WhatsApp. Notes added or removed in the dashboard are not posted | Flight Control · <assistant>, then <name>: added a live note: <text> (until …) or <name>: cancelled a live note: <text>. The end reads like (until Sun 18 Oct 2026 22:00 Europe/Vienna), on the assistant's clock, or (until cancelled) for a note with no end |
The group only receives: the assistant doesn't act on messages written in it. Instructions come from control numbers.
Language. These Telegram notices follow the account's interface language (English, Ukrainian, Russian, Italian or Polish), set by whoever last changed Interface language under Settings → General Settings: balance ran out, balance running low and assistant back on; subscription about to end, trial or subscription ended, and channels switched off; disconnect alerts; and the confirmation that Flight Control is connected. The email, push and Notifications-page versions of those alerts stay in English.
Throttles:
- New lead captured: at most one notification per lead per 24 hours, and 30 per assistant 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 assistant |
| 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 |
| Operator alert (Email alerts) | The addresses added under Flight Control → Email alerts, once confirmed. Off unless you turn it on; it works with or without a Telegram group |
Email alerts
The assistant's operator pings can also go by email: an optional way to get them, separate from the Telegram group. Turn it on and add up to three addresses under Flight Control → Email alerts; each address gets alerts once its reader confirms. Alerts in one chat come at most once an hour (later ones arrive together), more than 10 in an hour arrive as one summary, and each email has a one-click link that stops it for that address.
Manager assignment
When Assign a manager when a chat is handed over is on (assistant → 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 assistant? Escalations caused by a teammate's own reply are deliberately not posted |
| No alert email | Are Email alerts on for that assistant, and does the address show Confirmed? An address that shows Unsubscribed stopped them from an alert email. Alerts in one chat come at most once an hour, and more than 10 in an hour arrive as one summary at the top of the next hour |
| 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 tab (client card) 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 |
| No alert right after a Personal WhatsApp number was logged out | The alert waits about 10 minutes and is skipped if the number was linked again in that time. Removing a number yourself sends no alert. See WhatsApp → Personal WhatsApp |
| No disconnect alert for an Email mailbox | Mailboxes are checked every 30 minutes. An expired, revoked or otherwise dead connection alerts on the first check that sees it. A connection the email connector no longer knows ("not found") alerts on the second check that gets that answer, so up to about an hour; connector outages and network errors never count. A mailbox with Connect agent to this channel switched off is never alerted; switching it back on while the connection is still dead alerts on the next check. See Email → When a mailbox disconnects |
Use cases
- A small team without Telegram — turn on Email alerts for the assistant and 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 assistant, 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 assistant 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 assistant 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 and the assistant did the handing over — 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.