Why won't my notifications work?

Firstly, if you're looking for a more basic explanation of the different types of notifications that Drift offers, check out this help doc!

Notifications are an essential part of having real-time communications with leads. This document serves as a troubleshooting doc if you think your notifications aren't working as they should!

In this doc, we'll go over:

• The Basics
• Troubleshooting Desktop Notifications
• Troubleshooting Email Notifications
• Troubleshooting Mobile Push Notifications

Let's start with the basics.

First, are your notifications snoozed in-app? Check the little blue icon on your Notification settings page. 

Keep an eye out for the troubleshooting warnings we have in-app like that orange message! 👆 

Second, let's do a test. 

Navigate to the "Help" tab and click the "Send Test" button in your notifications settings. By doing this, we can tell if it's an issue with the notification on our side or if you're not receiving notifications due to the way you've configured Drift.

Lastly, make sure to configure which notifications you want to see. This guide will help with that. 

If you're just getting started or are the lone user responding to chats, setting notifications to "All Conversations" is a good place to start to make sure you aren't missing anything as you familiarize yourself with Drift.

Troubleshooting: Desktop Notifications

Desktop notifications, also known as Browser notifications, will display successfully with Chrome and Firefox. 

Be sure check your browsers pop-up and ad-blocker content settings. If your content settings are blocking Drift, you won't get any notifications.

Browser notifications will appear only appear while your web browser is open.

Another reason you may not be seeing notifications is if you are actively logged into app.drift.com on your computer and have moved your mouse or typed something in the last 20 seconds. We won't send notifications if we consider you actively looking at Drift.

Lastly, if you have the all of the correct settings in place and are still not receiving notifications, remove drift from chrome permissions, and then re-add it. 
 

Keep in mind: device-specific settings can also block browser notifications!

Mac Users: Please make sure "Do Not Disturb" is not enabled in any capacity in your Systems Preferences/Notifications and that Chrome OS X alerts and the Drift Desktop app alerts (if you are using the Desktop app and not app.drift.com) are allowed.

Windows Users: Please make sure "Focus Assist Mode" is not active in the Windows Action Center. Be aware that it is possible to have focus assist set to turn on during certain times of day. Please make sure it is fully turned off so you can receive notifications.

Also make sure that Chrome OS X alerts (for web browser notifications) and the Drift Desktop app alerts (if you are using the Desktop app and not app.drift.com) are allowed in the "Notification and Actions" section of settings.

You will also want to make sure that notifications from apps and other senders are enabled.

Desktop App

If you are using the Drift Desktop App and you are not receiving notifications you will want to follow the same troubleshooting steps as above and make sure that your computer is allowing the Desktop app to send notifications.You can check this in your computers notification settings. On a mac navigate to system preferences > notifications and focus. On a PC navigate to the windows icon > settings > notifications. 

Mac Settings: 

PC Settings:

Troubleshooting: Email Notifications

Keep in mind that Email Notifications, when enabled, will send every 15 minutes, and contain bundled conversation information. Our email notifications are intended to keep you up to date on conversations without overloading your inbox. 

If you're not seeing email notifications, please check if Drift's emails are landing in your spam/junk filters. 

We can also send you Drift Morning Reports on team stats and Drift's performance as well as alert you when integrations are connected and disconnected. These can be toggled in your settings. 

Our system automatically stops sending email notifications to accounts where emails bounce so we don't wind up in future spam folders. If you've exhausted all reasons as to why you might not be getting emails from Drift anymore, let us know and we can take a look.
 

Troubleshooting: Mobile Push Notifications

Mobile Push Notifications come from Drift's Mobile App available on Android and iOS devices. 

First, make sure you're logged in properly to your Mobile App to receive Mobile Push Notifications. 

If you have the Drift app actively open on your mobile device, we will not send notifications as we assume you're already looking at it!

Also note that your notifications depend on your individual mobile device settings.

 

Still not seeing notifications? 

Feel free to reach out to your friendly neighborhood Customer Advocate team and we'd be happy to help out.