**To manage new message notifications, you must access your profile settings on the Papo platform (https://papo.global/) and adjust your preferences for sound and visual alerts, both in the browser version (desktop) and on the mobile app. These settings allow you to decide how and when you will be notified about new conversations or customer responses.**

Keeping notifications adjusted to your workflow is essential to ensure agile service without overwhelming your attention. Papo offers controls for each agent to personalize their experience, whether on an office computer or a mobile phone in the field.

The table below summarizes the notification types and where to manage them:

| Notification Type | Where it applies | How to Manage | Important Details |
| :--- | :--- | :--- | :--- |
| **Browser Notifications** | Desktop (Chrome, Firefox, etc.) | In your Papo profile settings and browser permissions. | Requires initial authorization. Displays a pop-up on the computer screen. |
| **Sound Alerts** | Desktop and Mobile App | In your Papo profile settings. | Can be enabled or disabled independently of visual alerts. |
| **Push Notifications** | Mobile App (iOS/Android) | In the Papo app settings and the phone's operating system settings. | Displays alerts on the lock screen and in your device's notification bar. |

## How desktop (browser) notifications work

When using Papo in a browser on your computer, you have two main types of alerts: visual (pop-ups) and sound.

### Enabling browser notifications

The first time you access the Papo platform, your browser usually asks if you want to allow the site to send notifications. To receive visual alerts for new messages, it's crucial that you click "Allow".

If you accidentally blocked them, follow these general steps:
1.  Click the padlock icon in your browser's address bar.
2.  Find the "Notifications" or "Alerts" option.
3.  Change the permission to "Allow" for the Papo website.

### Configuring alerts in the platform

Within your profile in Papo, you can find options to customize notification behavior. Typically, these settings are located in the "Profile" or "Personal Settings" section.

There, you can control:
*   **Enable/Disable notification sound:** Ideal for those who prefer only visual alerts and want to avoid sound interruptions.
*   **Notify only for unread conversations:** Receive alerts only for the first message of a new conversation or a conversation you haven't opened yet.
*   **Notify for all messages:** Receive an alert for every new message that arrives, even in conversations that are already open.

## How mobile app notifications work

The Papo mobile app uses your phone's push notifications (iOS or Android) to keep you informed wherever you are.

### In-app settings

Similar to the desktop version, the mobile app has its own notification settings section. Here, you can enable or disable sound alerts and, in some cases, choose which types of events generate a notification (e.g., only when a conversation is assigned to you).

### Operating system settings (iOS/Android)

Push notifications depend on the permissions you grant to the app at the operating system level. To ensure everything works:
1.  Go to your phone's **Settings**.
2.  Access the **Apps** or **Notifications** section.
3.  Find the Papo app in the list.
4.  Make sure the "Show notifications" permission is enabled.

On this same screen, you can customize how alerts appear (on the lock screen, as banners, etc.) and check if the app is not being restricted by battery saver modes or "Do Not Disturb".

## Frequently Asked Questions

### Why am I not receiving notifications on my computer?
Check three main points: 1) If you allowed the Papo website to send notifications in your browser settings; 2) If notifications are enabled in your profile settings within the Papo platform; 3) If your computer is not in "Focus" or "Do Not Disturb" mode, which can suppress app alerts.

### Is it possible to receive notifications only for conversations assigned to me?
Yes. Papo allows you to manage your conversations in a segmented way. In the notification settings, it's usually possible to choose to receive alerts only for conversations in your "My" queue or those directly assigned to you, avoiding the noise of all conversations in the general inbox.

### How can I temporarily mute notifications?
The easiest way to temporarily mute notifications is to use your system's features. On Windows, activate "Focus Assist". On macOS, activate "Do Not Disturb" mode. On your phone, use "Do Not Disturb" mode or silence the device. Remember to deactivate these modes at the end of the period to resume receiving alerts.

### Do notifications work with the browser tab closed?
Browser notifications (desktop) generally require the browser to be open, but not necessarily with the Papo tab in the foreground. In the mobile app, you will receive push notifications even if the app is closed, as long as you are logged into your account.

### Can I set a custom notification sound?
Sound customization options may vary. Check the notification settings within your Papo profile to see available adjustments. For the mobile app, some operating systems allow associating different sounds with specific apps through the notification settings of Android or iOS itself.

### Can the administrator configure agent notifications?
Generally, notification preferences (such as sound and alert type) are personal and managed by each agent in their own profile. However, an administrator defines agents' access to inboxes and conversations through Custom Roles, which indirectly impacts which conversations can generate notifications for that agent.

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