Notifications: who gets alerts and where they arrive
Notifications tell you when something needs attention, such as a customer waiting for help, an approval card or a payment problem. There are separate controls for who receives an alert, how each person receives it, and an optional copy in the shared team channel. Changing one does not automatically change the others.
During setup: customers waiting and handoff reach
Section titled “During setup: customers waiting and handoff reach”Before your workspace’s first launch, a customer who writes while the business-wide bot or that line’s bot is off can trigger Customers waiting before launch. This applies when the conversation is not already held by a person or waiting for human help, and nobody is viewing it when the arrival is handled. By default, workspace owners get an in-app alert once per unanswered stretch. Email and push also start on, but external copies are grouped across the workspace: at most one alert per 30-minute window can be sent outside the app. That alert can reach all selected recipients and their devices according to their delivery choices; other eligible conversations still have their in-app alerts. Push needs a registered device. Your personal switches still apply: turn Email off or on on that notification’s row in your notification preferences. Workspace Routing can change the recipients. This setup-only alert stops after the first launch, even if you pause the bot later. It does not send a message to the customer.
This setup alert is additional to New message on a waiting conversation and shares its unanswered stretch. Further messages in that same stretch do not trigger it again. A successfully sent staff reply or deliberate handback allows a later arrival to notify again. A watched arrival can use up the stretch without sending either alert; leaving the page does not send it later. Rehearsals do not send this alert, and it has no shared team-channel copy by default.
The before-going-live checklist names an outside channel only when this alert can reach your own owner account there. Another teammate’s working channel does not count as reaching you. Linking personal Telegram is separate from connecting a customer bot; link your account and enable this alert’s Telegram switch if you want private Telegram alerts.
A handoff needs a real way to reach someone outside the app: an enabled email or text alert, an enabled alert to a linked personal Telegram account, enabled push notifications on a registered phone/browser, or a selected team group that receives handoff posts. A connected team channel with no selected destination does not count. When an account is created together with its first workspace, starting setup turns on handoff email only if that account has no saved notification preferences at all. If you already saved preferences, including changing an unrelated alert or returning email to its default off, setup leaves them alone. Existing accounts keep their preferences, including when they create another workspace. If your handoff email is off and you are a recipient, setup can offer Send handoff alerts to [your email]: one click enables just that alert’s email delivery. Your other switches stay as they were. These are personal account-wide preferences, not separate choices for each workspace.
Team questions follow their own route. Your handoff alerts can reach email while the bot’s questions still wait in the app. Connect and select a team-channel destination for questions outside the app. During setup, The bot is waiting on you links an open question directly to its private discussion in the Inbox. Answer it there; reading an alert does not resolve it.
How it works
Section titled “How it works”| Decision | What it changes | What it does not change |
|---|---|---|
| Workspace Routing | The people selected for a configurable notification category or type. | Their personal channel switches or permission to act on the item. |
| Personal Notification preferences | Whether you receive each relevant notification in the app, by email, SMS, Telegram or web push. | Who else receives it, who may approve an action or who an automation addresses. |
| Shared team-channel copy | An additional post to a connected team destination for supported alerts. | Individual recipients or their private delivery choices. |
A private Telegram notification is a direct message to your linked account. It is not a post in the team’s Telegram group. The notification connection is also separate from a Telegram customer line and the team channel used for private discussion and directives.
The bell shows your notifications and unread count. Open a notification to visit the related item and mark it read. Mark as read marks one without opening it. Mark all read marks all your unmuted notifications read, including older ones not yet loaded; it does not resolve the underlying need or approve an action. Show more loads more unread notifications when available.
Mentions in tasks and comments
Section titled “Mentions in tasks and comments”When a colleague types @ and picks you in a task, comment or reply, the mention is addressed to you. Your personal delivery-channel preferences still apply. A typed name that was never picked does not notify anyone, and you do not receive a notification for mentioning yourself. The notification points to the ticket; private comment text is not copied into its notification payload. You must still be an active member who can read that ticket.
A store-credit adjustment can notify your team when the store response is uncertain or a restoration needs reconciliation. Check the store’s balances and transactions before making another manual change. See store-credit recovery.
Where to find it
Section titled “Where to find it”Workspace controls are under Settings → Notifications → Channels / Routing. Your own controls are under your profile menu’s My account → Notifications, on Notification preferences. The bell is in the header.
Viewing and managing workspace channels or routing require the corresponding permissions. Personal delivery preferences belong to each account; ask each team member to check their own settings.
Set it up
Section titled “Set it up”- Check workspace Routing for the categories your team handles.
- Choose the people, role or staff group that should receive each category.
- Check the recipient count and names beside the selection.
- Open Per-type overrides if one alert needs different recipients.
- Open your personal notification preferences.
- Connect Telegram or enable this device’s push notifications if you want those channels.
- Turn on the desired delivery switches beside each notification type.
Routing selections and personal switches save when changed. There is no separate Save step for them.
Link your personal Telegram account
Section titled “Link your personal Telegram account”If Telegram is offered under Delivery channels:
- Choose Link Telegram.
- Open the Telegram chat from the link.
- Tap Start in Telegram to finish linking.
- Return to omotto and reload the preferences page if the linked state has not appeared.
- Turn on Telegram beside the notification types you want.
Linking alone does not turn on every Telegram notification. Unlink removes your account’s link; it does not disconnect Telegram for everyone.
Connect your workspace’s own Telegram notification bot
Section titled “Connect your workspace’s own Telegram notification bot”You may already see A platform default bot is active. If so, you can use that bot through personal linking without creating your own. Connecting your own bot replaces that default for your workspace.
If you need your own notification bot:
- Open the official @BotFather chat in Telegram.
- Send
/newbot. - Follow its prompts for the bot’s name and username.
- Copy the private value BotFather gives you. omotto calls this Bot token; treat it like a password.
- Paste it into Bot token on the workspace Channels screen.
- Choose Connect.
- Link your own Telegram account using the personal steps above.
- Choose Send test on the workspace connection card.
Use a separate bot for notifications, rather than reusing the bot connected for customer conversations or team discussion. Keep the token out of messages, screenshots and help requests. Telegram’s official bot guide explains BotFather and token safety.
Send test sends to your own linked account, not the whole team. It is unavailable until you are linked. Each teammate must link their own account too.
Web push on each computer or phone
Section titled “Web push on each computer or phone”- Open personal preferences on the device and browser you want to use.
- Choose Enable push on this device.
- Allow notifications in the browser’s permission request.
- Check for Push enabled on this device.
- Check the Web push switch for each relevant type.
Repeat on each device/browser. Disable disables push on that device, not all your devices and not your email or Telegram choices. Browser permission alone does not turn on a type you muted.
iPhone and iPad setup
Section titled “iPhone and iPad setup”Web push requires iOS 16.4 or later or iPadOS 16.4 or later. You must open omotto as a web app from the Home Screen, not just in a browser tab.
- Open omotto in Safari.
- Tap Share.
- Choose Add to Home Screen and finish adding it.
- Open omotto from its new Home Screen icon.
- Sign in if asked.
- Follow the device-enabling steps above from that Home Screen app, including allowing notifications.
Apple’s official Web Push guide explains these requirements. Changing browsers alone does not replace the Home Screen step.
Settings
Section titled “Settings”Workspace Routing: category defaults and per-type overrides
Section titled “Workspace Routing: category defaults and per-type overrides”Each category has one recipient selection. Default: … follows the alert’s built-in audience; this is not always Owners. For example, chat alerts can default to people allowed to answer customers, or to the person assigned to the particular conversation.
A Per-type overrides choice takes priority over the category. Choose Same as category to remove that override. Choose Default: … on the category to remove its custom selection. Reset to default. is the confirmation message, not a separate reset button.
Some system-raised conversation alerts inherit the recipient override for Conversation needs attention. In that case, the type’s default choice reads From Conversation needs attention: followed by the audience it currently resolves to (for example, Owners), instead of Same as category, and the row says Inherited from that type and audience. If the inherited audience resolves to nobody for an alert marked Critical, the row adds (safety fallback). A row you set yourself says Explicit override, and that explicit choice for the individual type takes priority.
| Recipient choice | Who receives the alert |
|---|---|
| System roles | Active workspace members with the selected built-in role. This is a people selector, not a change to their role. |
| Entire organization | All active workspace members. |
| Custom roles | Active members assigned the chosen custom role. |
| Specific user | The selected active workspace member. |
| All members of group | Members of the selected staff group who are also active workspace members. These are staff groups, not customer groups. |
| By capability | Members whose role allows the named action, including applicable custom roles. |
| Based on the record, when offered | Recipients determined from the particular item, rather than a fixed list. |
The preview shows the current recipient count; its information hint lists names. depends on the record means there is no fixed list to preview. Changes to membership, permissions or assignment can change who receives the next alert.
An empty chosen group, role or other target can mean no recipients for an ordinary alert. Alerts marked Critical instead fall back to their built-in audience, then Owners if necessary. An archived custom role also returns to the built-in audience rather than continuing to use that archived role. Reassign these routes even if a fallback is keeping alerts flowing. See the troubleshooting note about warning wording below.
Critical is not the same as Always on. Critical protects recipient selection; Always on locks only the personal in-app switch. Neither guarantees an email, text message or push will reach a device.
Personal delivery switches
Section titled “Personal delivery switches”Each row explains an alert and offers switches for the channels available to you. Routed rows appear when your workspace routing makes them relevant to you; your account can show relevant types across your active workspaces. These type switches apply to your account, not separately to each workspace. Routed to: explains the selected audience. Routed to you specifically means a route names you directly.
| Channel | What it does | Starting behavior |
|---|---|---|
| In-app | Shows the alert in the bell and unread count. Turning it off hides that type from those views. | Depends on the type. Cells marked Always on cannot be turned off; Payment past due is one example. |
| Sends a copy to your account email address. | Depends on the type; some payment and knowledge import review alerts start on. | |
| SMS | Sends a text to the phone number linked to your account. A switch alone cannot supply a missing phone number. | Off until you opt in for a type. Message suppression and sending limits can still prevent delivery. |
| Telegram | Sends a private message through the notification bot. Requires an available connection and your personal link. | Off until you opt in for a type. An unlinked channel cannot be enabled from the row. |
| Web push | Sends a browser/device notification. Requires device setup as well as the type’s switch. | Depends on the type; many customer-attention alerts start on, but a new device still needs permission. |
Your delivery choices do not grant access to the linked item. For example, switching on Approval needed does not put you in an approval pool.
Notification types and their defaults
Section titled “Notification types and their defaults”This reference covers workspace-member notification types, not platform-administration alerts. Only rows relevant to your account appear on your screen. Enabling a notification does not enable the underlying feature.
These are starting values before your personal changes. “App + push” means the In-app and Web push switches start on, not that device permission is already granted. Channels not listed start off, including SMS and Telegram, except for the custom-automation row explained below. Always on means the in-app switch is locked; Critical means recipient fallback applies, not that every delivery channel is on.
Bold type names match the current screen labels. Plain descriptions cover rows whose names are not yet translated on the screen.
Account and customer attention
Section titled “Account and customer attention”| Notification type | When it is useful | Default channels |
|---|---|---|
| Member joined | An invited colleague joins. | App. |
| Trial ending | The trial is nearing its end. | App + email. |
| Nearing a limit | Workspace usage is approaching a plan limit. | App. |
| Payment past due | A subscription payment needs attention. | App, locked on; email on. |
| Billing dispute reviewed | A person has reviewed your results-charge dispute. The notification opens the statement and the reply. Only sent when statements are available for your workspace. | App + email. Workspace owners by default; billing Routing and personal preferences apply. |
| Conversation needs attention | An open team need is raised or updated. | App + push. |
| System-raised conversation alert | A system check raises a conversation need. | App + push. |
| Takeover expired with the customer waiting | A takeover expires with an unanswered customer and an existing open need. | App + push. |
| New message on a waiting conversation | A customer writes while human attention is needed or automatic replies are blocked. | App + push. |
| Customers waiting before launch | A customer writes before the first launch while the business or line bot is off. Owners by default; in-app once per unanswered stretch, with external copies grouped workspace-wide into 30-minute windows. No customer message. | App + email + push. Personal opt-outs apply. |
| Timed-out customer wrote | A customer writes during a manual timeout, with notification enabled for that timeout. | Personal channels off; a supported team-channel copy can still be posted. |
| Reverted to the assistant | The previous handler wants an optional handback notice. | All off. |
| Approval needed | You are among the people selected to approve an action. | App. |
| Internal channel needs a human | A private question or approval needs staff attention. | App + push. |
| Bot paused (suspected misuse) | Pause on suspected misuse pauses replies. | App + push. |
| Assistant is failing | The bot could not produce a customer reply. | App + push. |
| Imported knowledge ready for review / Import waiting for your approval | A knowledge import is waiting for a human checkpoint. | App + email + push. |
| A staff mention on a ticket item | You were selected in a ticket task, comment or reply. The alert identifies the item without including its text. | App only. Sent directly to the selected person, not through workspace Routing; self-mentions and people without access do not notify. |
| Coach learning proposal | A learning suggestion needs review. | App + push. |
In this table, System-raised conversation alert, Takeover expired with the customer waiting, Internal channel needs a human, Bot paused (suspected misuse) and Assistant is failing have Critical routing. Ordinary Conversation needs attention can respect an intentionally empty route.
Follow-up, delivery and knowledge
Section titled “Follow-up, delivery and knowledge”| Notification type or description | What it tells you | Default channels and exceptions |
|---|---|---|
| Needs a human | The bot handed a conversation to a person. | App + push; email also starts on during setup for eligible new accounts created with their first workspace, only when no notification preferences are saved. Critical. |
| Manual email follow-up is ready | A verified email address is ready for staff to follow up manually. It does not send that email for you. | App + push; Critical. |
| Outgoing messages failed | Outgoing replies failed or remained stuck too long. | App + push; Critical. |
| A reply is repeatedly failing to reach a customer | Delivery is failing on a particular conversation. | App + push; Critical. |
| Staff-answer delivery needs review | A note about a failed staff answer remains unseen after two minutes. | App only; not Always on. |
| A staff-topic claim needed recovery | An uncertain claim to handle a staff topic expired and recovery was attempted. | App only. |
| Consult still unanswered | A private question is still waiting for staff. The same switch covers an answer for a customer that was not sent; its title says so, for example “An answer for ‹name› wasn’t sent”. | App + push; Critical. |
| Consult still unanswered (email) | A private question is still unanswered after repeated reminders. | Email only. This is a separate switch from the app/push reminder. |
| Memory save failed | An answer marked for saving as a memory could not be stored. | App only. |
| WhatsApp history request needs attention | A history request’s outcome is uncertain and needs review. | App + email + push; Critical. |
| Imported history needs manual approval | Imported history exceeded the automatic-processing limit and needs approval. | App + push. |
| Audit report reviewed | A report you made about a conversation was reviewed. | App only. |
| A reported issue was closed | Work covering your conversation report was resolved or declined. | App only. Separate from the review receipt. |
| Audit findings ready | A previously empty review queue received findings. | App only. |
| Standing facts tidied | The weekly knowledge tidy-up changed standing facts or where documents are kept. | App only; a separate team-channel copy can be configured. |
Files, connections and customer profiles
Section titled “Files, connections and customer profiles”| Notification type | What it tells you | Default channels and exceptions |
|---|---|---|
| File blocked | An uploaded attachment failed the security scan and was removed. | App only. |
| Connection broken — notification channel | The external notification connection stopped working. | App only. Separate from the chat/integration alert below. |
| Connection restored — notification channel | The external notification connection works again. | App only. |
| Shared chat unreachable | The notification bot cannot post to its shared team destination. Private delivery may still work. | App only. |
| Connection broken — chat service or integration | A customer chat or integration connection needs repair. | App + email + push; Critical. |
| Connection restored — chat service or integration | That connection recovered on its own. | App + email. |
| Connection token expiring | A connection’s authorization will expire soon. | App + email. |
| WhatsApp line is live | A connected WhatsApp line is ready for customers. | App + email. |
| Profiles joined automatically | Customer profiles were joined automatically and have not been reviewed. See identity linking. | App only. |
| Shared customer group formed | An identity review formed a shared customer group. | App only. |
| Group sharing declined | A customer declined a group-sharing consent request. | App only. |
| Group member confirmed | A consented customer group gained a confirmed member. | App only. |
Appointments and classes
Section titled “Appointments and classes”| Notification type or description | What it tells you | Default channels and exceptions |
|---|---|---|
| Appointment without a video link | Staff must add the missing video link to an appointment. | App, Always on; email on; push off; Critical. |
| Calendar invitation confirmation failed | Calendar invitations could not be confirmed and need attention. | App, Always on; email and push off; Critical. |
| Group class needs attention | A group class vanished from the calendar, is oversold or could not be set up. | App, Always on; email and push off; Critical. |
| Appointment reminder attempt | An appointment is coming up and omotto tried to remind the customer. | All off. This staff notice is not proof of customer delivery. |
| Class reminder triggered | A group class is coming up and omotto tried to remind the customer. | All off. A customer message can still be blocked by channel rules. |
See booking reminders and group classes. Turning on these staff notices does not change the customer’s reminder settings.
Expert alerts
Section titled “Expert alerts”Each alert below starts with App + push, with email, SMS and Telegram off. All have Critical routing except the unexpected-message and Telegram-link-opened rows. These alerts concern Experts, not a Telegram customer line.
| Alert description | What needs attention |
|---|---|
| Slack disconnected | Choose a new person for affected Slack Experts. |
| An Expert volunteered information | Review business information supplied by an Expert. |
| An Expert needs the owner | An Expert has a request the bot cannot answer. |
| Unexpected message | An Expert wrote something the bot could not connect to a task. Not Critical. |
| An Expert conversation went unanswered | An Expert did not respond within the expected time. |
| Expert unreachable | A message to an Expert failed permanently. |
| Expert relay needs repair | Configuration or identity needs repair before a relay can work. |
| An Expert report needs review | A report needs a person to review it before the customer hears it. |
| An Expert question needs review | A question needs a person to review it before the customer hears it. |
| Composed message was not sent | The bot composed a message to an Expert but did not send it. |
| A message is still unanswered after retries | Repeated bot turns did not answer an incoming message; the team needs to look. |
| Expert send limit reached | A daily send limit refused a message to an Expert. |
| Unusual Expert message volume | A conversation has unusually high volume. This is not itself a failed delivery. |
| Telegram Expert link opened | Confirm the person’s code. Not Critical. |
| Telegram Expert link reused | Someone opened a link that was not meant for them. |
| Telegram Expert name changed | The name changed; the existing identity link did not change. |
WhatsApp templates and comment campaigns
Section titled “WhatsApp templates and comment campaigns”| Notification type | What it tells you | Default channels and exceptions |
|---|---|---|
| Stock template rejected | A built-in WhatsApp template needs adjustment and resubmission. | App + email. |
| Stock template submission failed | Submission of a built-in WhatsApp template needs urgent attention. | App + email; Critical. |
| Template no longer fits its purpose | A selected WhatsApp template no longer meets its assigned purpose’s requirements. | App + email. |
| Stock template set up | omotto set up a built-in WhatsApp template for a purpose. | App only. |
| Template approved | A WhatsApp template you submitted is approved and ready to send. | App + email. |
| Template needs a change | A submitted WhatsApp template was rejected and needs editing. | App + email. |
| Template paused | Meta, the company behind WhatsApp and Instagram, paused a WhatsApp template; sends skip it while paused. | App + email. |
| Template filed as Marketing | Meta changed a WhatsApp template’s category to Marketing, affecting its sending cost. | App + email. |
| Trigger delivery degraded | Event-triggered WhatsApp template sends have an elevated failure or rejection rate. | App + email; Critical. |
| Comment campaign replies degraded | An Instagram comment campaign’s private replies have an elevated failure rate. | App + email; Critical. |
| Campaign reward not confirmed | A reward request’s store outcome is uncertain; check before telling the customer it worked. | App + email; Critical. |
See WhatsApp templates and comment campaigns.
Automation notices
Section titled “Automation notices”| Alert description | What it tells you | Default channels and exceptions |
|---|---|---|
| Automation paused | Its live target changed and needs attention. | App + email; Critical. |
| Automation backlog held | Pending work is held. | App + email; Critical. |
| Automation backlog recovered | Pending work recovered. | App + email; Critical. |
| Automation backlog behind | Pending work is falling behind. | App + email; Critical. |
| Custom automation notification | An automation sent a notification to its selected people. | No type-wide master switch: each automation has its own row. Its authored level and your personal choices determine the channels. The urgent level includes Telegram; see the per-automation card below. |
| Sending safety limit needs attention | A first-contact or Meta-quality safety limit needs the owners’ attention. | App, Always on; email on; push off. |
| Consent evidence needs attention | An existing WhatsApp template sender needs consent evidence. | App, Always on; email on; push off. |
An automation notice does not itself resume an automation or repair its target. See automations and messaging consent.
Blocked push and setup reminders
Section titled “Blocked push and setup reminders”If the page says push is blocked, allow notifications for omotto in that browser’s site settings, then reload and enable it again. On iPhone or iPad, check the installed web app’s notification permission in the device’s Settings. If push remains unsupported after the required setup, use another supported device/browser or another delivery channel. Chrome’s official notification help explains its site permissions.
| Choice | What it changes |
|---|---|
| Not now in the setup prompt | Closes this prompt. It can appear again on a later day. |
| Don’t ask again, when offered in the prompt | Stops automatic setup reminders in this browser profile. It does not turn off notification delivery. |
| Don’t ask on this device in the header’s notification control | Makes the same choice to stop setup reminders in this browser profile. |
| Don’t show this on this device in the blocked-notification notice | Hides that blocked notice in this browser profile. It neither unblocks notifications nor changes delivery switches. |
These choices are local to this browser profile, not your whole account or every browser on the device. You can still enable push manually in your personal notification preferences afterward. If permission is blocked, fix that permission first.
Check device binding, when shown, checks whether this browser is linked correctly to your signed-in account. If the page cannot confirm that, do not rely on push yet. If removal has not been confirmed, retry Disable when offered. A notification already accepted for delivery cannot be recalled.
Waiting-customer sound
Section titled “Waiting-customer sound”Waiting-customer sound is a reminder while customers wait for a person or an approval is pending. It is a personal preference shared across your devices, separate from device push permission and the notification-channel switches.
Keep omotto open in the relevant workspace for this sound to work. Click, tap or press a key inside omotto first so the browser can allow audio. This is a sound from an open page, not a background device alarm: closing omotto stops it. Sharing the preference across devices does not make a closed device play sounds.
| Setting | Options | Default |
|---|---|---|
| How often | Once per event plays for a new event, not the old backlog when you load the page. Every 10 seconds and Every minute repeat while eligible items remain unattended. Muted stops this reminder sound. | Every 10 seconds. |
| Sound | Bell, Marimba, Sonar, Double tap. Selecting a sound previews it, even when reminder sounds are muted. | Bell. |
Repeat reminders are quiet while you are present in a conversation that needs attention. Muting the sound does not close a need, silence email or disable customer replies.
Per-automation notification choices
Section titled “Per-automation notification choices”The Automations card appears when there are automations with custom notifications addressed to you in the current workspace. It lists each automation separately.
| Its author set | Starting channels |
|---|---|
| Notifications menu | Menu only. |
| Menu + email | Menu and Email. |
| Urgent | Menu, Email, Push and Telegram, subject to the necessary connection/device setup. |
Change the checkboxes to choose your own channels. As its author set, Changed by you and Muted for you describe the row’s state. Untick every box to mute that automation completely for yourself. Mute this automation on its bell notification is another way to mute it; Settings opens its personal controls. This does not pause the automation, change its target people or mute anyone else.
What happens when…
Section titled “What happens when…”A customer sends several messages before anyone answers?
Section titled “A customer sends several messages before anyone answers?”For the waiting-conversation inbound alert, omotto sends one notification per unanswered stretch, rather than one for every message. A successfully sent staff reply allows the next stretch to notify again. If someone is already viewing the conversation when the arrival is handled, that inbound notification is suppressed; leaving the page does not send it later. This is not a rule that suppresses every kind of alert.
During a manual timeout, the timeout’s notification choice also matters. The personal page uses New message on a waiting conversation; Timed-out customer wrote supplies the additional team-channel notice by default, without a duplicate personal alert.
A takeover expires or an approval is waiting?
Section titled “A takeover expires or an approval is waiting?”Reverted to the assistant is an optional notice to the previous handler and starts off. Takeover expired with the customer waiting is different: it alerts about a waiting customer where a need is already open. System-raised needs and that waiting-expiry alert can inherit Conversation needs attention routing, but retain their Critical recipient fallback. See takeover and handback.
An approval alert does not itself approve anything. Open the proposal and act with the required permission. The people permitted to approve are set by the action’s approval rules, not by their email, Telegram or sound settings. See human help and approvals.
I mute a private channel but the team still gets a post?
Section titled “I mute a private channel but the team still gets a post?”That can be correct. Shared team-channel posts are additional delivery, separate from individual preferences. Configure the destination through team-channel setup. The notification Channels screen connects the private notification bot; it is not a group destination picker.
We replace or disconnect the Telegram notification bot?
Section titled “We replace or disconnect the Telegram notification bot?”Members need to link to a newly connected replacement bot. Disconnect removes the workspace’s own connection and the personal links belonging to that connection. If a default notification bot is available, delivery returns to it. A previous link to that same default bot can remain valid. Check your personal Telegram linked state and link only if needed. Without a default bot, that external notification channel stops; it does not disable the in-app or email switches.
An order-change alert remains after a conversation was removed
Section titled “An order-change alert remains after a conversation was removed”An unconfirmed order change, order detail update or refund may still need staff attention even when its customer conversation is no longer available. omotto can send workspace owners a direct alert for this remaining work, including when a change to an order’s details could not be confirmed. Its starting delivery is in-app, with email off.
Use the order information in the alert to check Shopify and complete any payment or refund manually. Removing a conversation or reading the alert does not prove the money was settled. Do not start the edit or refund again just to dismiss the uncertainty. See Shopify actions and approvals.
Troubleshooting
Section titled “Troubleshooting”- No alert: check the relevant workspace, recipient preview, any per-type override and your personal switches. A direct, named-person alert may not have an editable workspace route. For waiting-conversation alerts, check whether someone was viewing or the unanswered stretch was already notified.
- Empty or archived recipient warning: choose active members, a staffed group or the default option. Expand per-type overrides too. The warning text may say “no one has this role” for a different empty target, or “falling back to Owners” when the type first uses its built-in audience. Do not treat either warning as a complete recipient preview.
- Telegram missing: no notification connection may be available for your account. Ask someone allowed to manage Channels. Linking a customer chat bot is not the same setup.
- Telegram says delivery stopped: check that you have not blocked the bot, then link again. A connection error affects the bot connection; a shared-chat warning means the group destination is unreachable, even if private messages still work.
- Telegram works in one workspace but not another: if your workspaces use different notification bots, the personal screen does not currently manage a separate link for every workspace. Keep email or push enabled for the affected workspace’s alerts and contact support.
- Send test fails: finish personal linking first. Read the error on the connection card. If the token no longer works, the person managing the bot should reconnect it with a valid token.
- Push does not arrive: check this device’s enabled state, browser permission, the type’s switch and any device-link warning. Keep another channel enabled while fixing it.
- Sound does not play: keep omotto open in the relevant workspace, then click, tap or press a key inside it to allow audio. Check How often, the selected sound, whether someone is attending the waiting item, and whether your browser/device has muted site audio. Try selecting a sound to hear its preview. Use push or another delivery channel when omotto is closed.
- Changes do not save, or the connection stays broken: reload and retry. Contact omotto support with the screen name, alert type, time and non-secret error text. Never send a bot token or customer-message screenshot containing private details.