Unread Badges and Notifications Not Matching Between Mobile and Web
Agents may notice that a conversation shows as unread on the mobile app after it was read on the web app, or the other way around. In most cases, both surfaces match again after a refresh or a brief wait.
Understanding the Delay
This difference happens because of how mobile and web handle state independently, not because of a syncing failure. Contributing factors include:
- Independent refresh timing: Mobile and web apps update unread state on their own schedules, based on factors such as background or foreground activity, connectivity, and refresh cadence.
- Device notifications versus in-app state: Lock screen and notification center alerts are controlled by each device's operating system and are not shared across devices. In-app unread indicators are calculated separately by the app and may update on a different cadence.
- OS-specific behavior: iOS and Android handle notification grouping and dismissal differently, which can affect how quickly each surface reflects the same state.
Delays are more noticeable in a few scenarios: The first message in a new conversation thread, a conversation assignment or transfer, and switching an app between background and foreground.
Resolving the Issue
- Wait briefly. Most delays resolve automatically.
- Refresh the affected surface:
- Mobile: Return to the conversation list and reopen the conversation, or use pull-to-refresh, if available.
- Web: Reload the page or browser tab.
- Sign out and sign back in, but only if the issue persists over time.
Note: Opening a conversation on one surface clears the unread indicator on that surface promptly. The other surface may take additional time to reflect the same state.
Lock Screen
After entering login credentials in the Talkdesk Conversations™ Mobile App, a screen appears with a lock icon and the message: "Contact Talkdesk Customer Care to start using the mobile app. Available to Pro Plus and Enterprise subscriptions".
Enabling the Mobile App Setting
The most common cause for this message is that the mobile app functionality is not yet active for your specific account. To resolve this, administrators must contact Talkdesk Customer Care to have the "Support Dashboard" internal setting enabled.
Note: This error typically indicates that an internal toggle must be switched on by Talkdesk to grant your account access to mobile features.
Contacting Support
If the issue persists after confirming your subscription level, please contact Talkdesk Customer Care with the following information:
- Timestamp: The exact time the login attempt occurred (e.g., 10:45 AM).
- Account ID: Your specific account identifier.
- Screenshots: Images of the error message displayed on your mobile device.