How to reply to a customer directly from the notification
Reply to a customer's message without opening the app: hold the notification, tap Reply, type your message, and send.
1 min readBasicUpdated on November 12, 2026
Video lesson coming soon. For now, follow the steps below.
When a customer writes and the conversation is yours, your phone lets you know. For a quick reply, you don't need to open Cognizy: the notification itself has a reply action, and the message goes out through the same channel the customer used.
Before you start
- Notifications need to be turned on for this phone (see How to turn on notifications on this phone).
- The action appears on notifications for customer messages in conversations handled by people.
- On some devices you need to unlock your phone to send.
Step by step
- Step 1:
When a message notification arrives, hold the notification (or pull it down) to see the actions. Tap Reply. The customer and message in this example are fictional.
- Step 2:
Type your reply in the Message field and tap Send.
- Step 3:
The reply goes out through the same channel and is recorded in the conversation under your name. To keep serving the customer, tap Open conversation.
How to know it worked
The reply appears in the conversation, on the Conversations tab, shown as sent by you.
If something goes wrong
The notification doesn't show Reply.
Hold the notification or pull it down to open the actions. If nothing appears, the notification isn't for a customer message, or the conversation is with the AI.
Couldn't complete appears.
Sending failed, usually due to no internet connection. Tap Try again, or open the conversation and send it from there.
On official WhatsApp the reply didn't go through.
If 24 hours have passed since the customer's last message, only an approved template can be sent. Open the conversation and send a template.
I'm not getting notifications.
Check that notifications are turned on for this phone and that Customer messages is turned on in What to notify about.
Next step
Approve the AI's suggested replies right from the notification.
Sign in with your Cognizy account to save your progress.
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