Customer communication
Set up phone notifications
Configure store preferences and phone permissions, and identify where a missing alert is being stopped.
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Phone alerts depend on three things: a connected store with permission to receive the event, your notification choices, and the phone allowing PrestaOne to show notifications. Configure each layer, then test with the app in the background.
1. Select the right store and account
Open PrestaOne, sign in and select the store you want to configure. In Settings → Manage connections, check that this phone has an active connection to that store. Resolve an expired, paused or incomplete connection before troubleshooting phone settings.
Notification choices belong to the store connection. When using several stores or phones, check each intended connection; changing a preference for one store does not configure every other connection.
2. Enable notifications in the app
Open Settings → Notifications and enable Push notifications. If the phone asks whether PrestaOne may send notifications, allow them.
Choose the events you want for the selected store:
| Control | What it covers |
|---|---|
| New orders | Alerts for newly created store orders. This does not mean every new order has been paid. |
| New customers | Alerts for new customer registrations. |
| New messages | PrestaShop customer-service messages, found in the app's Messages area. |
Wait for Saving to this store… to finish. If Notification preferences not saved or Notification preferences unavailable appears, use Retry with a working connection. A switch that you have just tapped is not evidence that the server accepted the change. Reopen Settings and check the confirmed values.
If a control is unavailable, read its explanation and check the corresponding access in the module's Connections & Access tab. Editing orders or customers is separate from receiving their alerts.
Live Chat notifications
The New messages preference is for customer-service threads. Live Chat recipient access is managed separately: in the module, open Connections & Access, find the intended device and enable Live Chat access. Save and wait for the update to complete.
Live Chat still needs push enabled on the phone and an eligible connection. Use the Live Chat setup guide to check the widget and a two-way conversation before testing its background alert.
3. Check the phone's notification settings
If you previously declined permission, the app cannot silently override that choice. Open the phone's system settings, find PrestaOne → Notifications, and allow notifications. Menu names vary by device and operating-system version.
Check whether banners, lock-screen notifications and sound are enabled where you expect to see or hear an alert. Also check Focus/Do Not Disturb and any notification summary or scheduled-delivery setting. An alert can be delivered quietly without making a sound.
On Android, if alerts arrive only after opening the app, check the device's battery and background-activity restrictions for PrestaOne. Keep background network access available. Do not clear the app's storage or reinstall it as the first troubleshooting step: that also disrupts the signed-in connection.
4. Test a new event in the background
- Open the app once after saving the settings and confirm that the intended store loads.
- Leave the app signed in and put it in the background normally. Avoid force-stopping it for this test.
- Trigger one new, identifiable test event in that store, using a test order, test customer or test message as appropriate. Changing an existing order's status is not the same as creating a new order.
- Check the phone's notification centre as well as the banner and sound.
- Open the alert and confirm it takes you to the relevant store or item. Record the event time if you need to investigate a failure.
Test only the events you intend to use. Messages visible in an open app confirm inbox access; they do not by themselves prove that background push works. Network conditions and operating-system delivery rules can affect when an alert appears.
Find where an alert is being stopped
| What you observe | What to check next |
|---|---|
| No alerts from any store | App-level push switch, OS notification permission, Focus and network/background restrictions. |
| One store is affected | Select that store, check this device's connection and the saved event preferences. |
| Orders arrive but customer-service messages do not | New messages, customer-message access and the Messages inbox. |
| Customer-service alerts arrive but Live Chat does not | Live Chat access on this exact device and the store's effective chat service status. |
| Alerts appear silently | OS sound, banner and lock-screen settings; the notification may already be in the notification centre. |
| Preferences keep reverting | Look for a save error, restore connectivity and retry; do not assume the last tapped value was accepted. |
| A new phone receives nothing | Open and sign in on that phone, complete its store connection and grant its own notification permission. |
If these checks do not identify the cause, use Connection and service checks. Include the event type, time and timezone, affected store, phone platform and app version. Do not send customer details or notification tokens.