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.

If your role involves actively responding to 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. Speak to your administrators if you think your role settings need adjusting.

This distinction is intentional — it keeps admin views focused and reduces unnecessary interruptions for those whose primary responsibility is team management.