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Why am I not receiving conversation alerts or hearing notification sounds?

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If a HappyFox Messaging alert or sound is missing, identify what you expected: an incoming request, an ongoing-message notification, or sound only.

Check incoming alerts

  1. Confirm you are signed in and Available for Messaging. Agents start Unavailable after sign-in.
  2. Check your incoming-category association.
  3. Ask an administrator to verify Assign tickets and Add reply via agent panel permissions.
  4. Check which agents receive alerts under your category's auto-assignment strategy.

Check ongoing-message notifications

These apply to conversations assigned to you or eligible unassigned conversations. A new contact message produces a notification when you are not working in that conversation. If you are viewing it, follow the message in the exchange.

Unavailable agents do not receive Messaging toasts or sounds.

Check sound

  1. Enable sound beside your availability in the Conversations workspace if it is muted.
  2. Check browser tab/site muting.
  3. Check device volume and audio output.

Muting sound does not make you Unavailable.

Confirm the fix

Test an incoming request with an eligible agent Available and sound enabled. For ongoing notifications, send a contact message while the assigned agent is outside that conversation.

If it still fails, contact HappyFox Support with the alert type, assignment, availability, test time, and whether the visual alert or only sound was missing.