Check device permission
Confirm that notifications are allowed for the browser or installed Message app. Check Focus or Do Not Disturb and the device’s background restrictions.
Check the conversation
Confirm you are signed into the right workspace, have access to the channel and belong to the intended department. Check assignment and any mute setting for the conversation. A message arriving in another department may not notify you.
Check sound settings
Review https://app.message.com/settings/chats/notifications. The chosen sound and enabled sound events affect chat alerts. System audio and browser autoplay restrictions can also affect what you hear.
Test and report
Run a test with another teammate. If it still fails, record the conversation ID, time, device and whether Message was open or in the background. Check https://www.message.com/status for the systems currently reported there.
Keep going
Put the next step into practice, or ask us about your setup.