Why Am I Not Receiving Push Notifications on My Phone?

If push notifications from the ChatMaxima mobile app are not reaching your phone, the cause is almost always one of four things: the in-app toggle, your device's OS settings, your user role, or the conversation mode (Bot vs Agent). Work through the four sections below and you should be receiving alerts again within a minute or two.

1. The "Manage Push Notifications" toggle is off or not set properly

Every time you log into the ChatMaxima mobile app, your device registers a unique token with our servers. If that token gets stale (for example, after a phone restart, an OS update, or a long period offline), notifications stop arriving even though the app looks fine.

The fastest fix is to refresh the token from inside the app:

1. Open the ChatMaxima mobile app on your phone.
2. Go to Settings.
3. Find Manage Push Notifications.
4. Toggle it OFF, wait a few seconds, then toggle it back ON.

This re-registers your device token with our servers and is the single most common fix.

2. Notifications are blocked at the device (OS) level

Even if everything inside ChatMaxima is configured correctly, iOS or Android can block notifications at the operating system level. Please check the following:

On iPhone (iOS)

1. Open Settings on your iPhone.
2. Scroll down and tap Notifications.
3. Find and tap ChatMaxima in the app list.
4. Enable Allow Notifications.
5. Enable Sounds and Badges.
6. Under Alerts, make sure Lock Screen, Notification Center, and Banners are all turned on.

On Android

1. Open Settings on your Android device.
2. Tap Apps (or Apps & Notifications).
3. Find and tap ChatMaxima.
4. Tap Notifications and turn on all notification categories.
5. Go back to the app's settings page and tap Battery. Set it to Unrestricted or Not optimized so Android does not put the app to sleep.
6. Also check Mobile data & Wi-Fi and make sure Background data is allowed.
7. Confirm that Do Not Disturb is not active on your device, or add ChatMaxima as an allowed app inside Do Not Disturb settings.

Battery optimization is a very common cause of missed notifications on Android, because aggressive power-saving features can prevent the app from waking up to receive new messages.

3. Your user role controls whether you get notifications

Not every role on ChatMaxima receives push notifications. This is by design, to prevent the wrong people from being paged. Here is how it works:

• Superadmin, Workspace Admin, and Agent: Receive notifications for all conversations in the workspace.
• Agent (Restricted): Receives notifications only for conversations that are assigned to them. If the workspace has the "Show Unassigned" setting enabled and the conversation is in their department, they can also see unassigned conversations.
• Manager and other roles: Do not receive push notifications. This is intentional.
• Agent assignment alerts: When a conversation is assigned to a specific agent, only that agent gets the assignment notification, regardless of role.

If you are on a Manager role and need notifications, please ask your Workspace Admin to update your role to Agent or Agent (Restricted).

4. Notifications only fire for Agent-mode conversations, not Bot-mode

While a conversation is being handled entirely by the AI chatbot (Bot mode), ChatMaxima does not send push notifications to agents. This prevents your phone from buzzing for every routine bot interaction.

Push notifications start firing only after:

• An agent takes over the conversation manually, or
• The bot hands off the conversation to a human (for example, when a visitor asks to speak to a person).

If you expected a notification for a specific conversation, open the Shared Inbox on web or mobile and check whether that conversation is in Bot mode or Agent mode. Only Agent-mode conversations trigger push alerts.

Quick troubleshooting checklist

If you are still missing notifications, go through these steps in order:

1. Toggle Manage Push Notifications OFF and then ON inside the ChatMaxima mobile app.
2. Verify OS-level notification permissions for ChatMaxima (see the iOS and Android steps above).
3. Confirm your role allows notifications. Manager and similar roles do not receive push alerts.
4. Confirm the conversation is in Agent mode, not Bot-only mode.
5. Log out of the ChatMaxima mobile app and log back in. This forces a fresh device token to be registered.
6. If notifications are still not arriving, contact our support team at support@chatmaxima.com with your registered email address, your phone's make and model, and your OS version (e.g. iOS 17.4, Android 14).

Notes

• Push notifications require an active internet connection on your phone. They will not arrive while your device is in airplane mode or offline.
• After logging back in, allow up to a minute for the new device token to register before testing.
• If multiple agents in your workspace are missing notifications at the same time, please report it to support so we can check the delivery status of our push servers.