[TobeReviewed] Why Do I Not See New Messages?

Applies to: Brand Admins and Location Admins

This behaviour is by design, and it's built with admins in mind.

Admins typically focus on managing the team — monitoring workload, configuring settings, and overseeing operations — rather than actively responding to conversations themselves. Automatically pushing every new message into an admin's view would create constant interruptions and visual noise, making it harder to focus on those management tasks.

By requiring a manual refresh, the platform keeps your workspace calm and uncluttered, so you can check in on conversations when it suits you rather than being pulled away every time a new message arrives.

Simply refresh your browser or the conversation view to load the latest messages. New conversations and replies will appear once you refresh.

As an admin, if you would like to see live messages of a specific department, you can add Converser roles of the departments to your account from Settings > Users > find your account by searching email address > click three dots over your account to edit. In this way you will ONLY receive notifications you have access to as Converser.

If your role involves actively responding to ALL conversations, you may want to consider whether your account should be set up as a Converser only rather than an admin. Conversers receive live message updates automatically. You can adjust your own role from Admins to Conversers only.

As Settings tab is only visible to Admins, please speak to your administrators if you think your role settings need adjusting.

Browser pop ups or dings are configured from your browser, next to the URL. Accounts with Converser roles will receive such notifications if enabled. Accounts with admin roles only will not receive such notifications.