Notifications: never miss a message

AcornReply can let you know the moment a customer needs you, so you don't have to keep the inbox open all day. You control exactly what you're pinged about and how. These settings apply only to you.

Three ways to be notified

• Email: a message lands in your regular inbox.
• Web push: an alert pops up from your browser on a computer or Android phone, even when AcornReply isn't open.
• iPhone app push: an alert from the AcornReply iPhone app. Tap it to open the conversation.

Email and web push are set on the web under Settings → Notifications, per workspace, so you can be hands-on in one and quiet in another. Push for the iPhone app is set in the app (see below).

Three events you can subscribe to

Within each workspace, you choose which events reach you, independently:

• New and unassigned customer message: a fresh conversation that nobody has picked up yet.
• Snoozed conversation wakes: a snoozed conversation assigned to you wakes up.
• You're mentioned in an internal note: a teammate @mentions you. Email for mentions is on unless you turn it off.

Who gets pinged, and when

Notifications follow ownership, so the right person hears about the right thread:

• Assigned conversations notify only the assignee, through the channels they've turned on. Teammates aren't pinged about a thread that already has an owner.
• Unassigned conversations notify everyone in the workspace who has notifications on for New and unassigned customer message. As soon as someone replies (which claims the thread) or assigns it, future messages go only to that person.
• Snoozed wake-ups go only to the assignee. Snoozing a conversation that has no owner yet quietly assigns it to you, so the wake-up has somewhere to land. If a snoozed conversation has no assignee when it wakes up, nobody is notified.
• Conversations the AI answers on its own don't ping anyone. If the AI hands a conversation to a person, the rules above apply.

Web push runs per device

Web push is tied to each browser, not your account. Allow notifications when AcornReply asks, and that browser starts getting alerts; the browser on your laptop and the one on your Android phone each count as a separate device. Each one shows up as its own row under Settings → Notifications, so you can change or remove it without touching your other devices.

Push from the iPhone app

1. Install the AcornReply iPhone app and sign in.
2. Allow notifications when the app asks.
3. Tap your profile picture, choose Notifications, and check that Push on this device is on and that each workspace you want alerts from is switched on.

Your iPhone also shows up as a device under Settings → Notifications on the web, where you can choose which events it alerts you about.

Not seeing push alerts? Make sure notifications are allowed for AcornReply on that device (on iPhone: Settings → Notifications → AcornReply), and that the workspace and event are both switched on.