We are using whatsapp inside zoho desk instant messaging, however my agents are not notified if there is someone who send a message. We all miss messages because there is no indication there has been a message send. No notification badge, no notifications in the Notifications sidebar. There is nothing indicating someone send something.

Can someone explain how these notifications work, for new as well as existing conversations?

For existing conversations: If a agent is already assigned because of a conversation 2 weeks ago, does this agent alone get a notification?

What we want is that if a message comes from a client, we all get a notification so that someone can answer. However when we are all not on our computer, we want to see that there has been someone contacting us so that we can answer when someone is finished.