Notifications

Receiving alerts when a contact needs your attention.

Using notifications, ISMessenger platform will send you alerts whenever there are contacts that require your attention. Notifications can be received anytime, even though you are not on the platform.

Notification Channels

Notification Center

The Notification Center can be found in the top navigation bar of the platform. It is represented with bell and a number indicator. The number represents the unread count of notifications the user has.

When you press on it, the notification center will appear and it will list all your notifications sorted by time received. The unread notifications will have a slightly darker background than the others.

The notification center has 3 tabs namely New, Archived and All and their functions are as follows:-

• New - This tab lists all unread and unarchived notifications

• Archived - This tab lists all archived notifications

• All - This tab lists all notifications regardless of archived or unarchived

Archiving or Unarchiving a Notification

This Notification Center will also work as a task manager where users can archive or unarchive the tasks when necessary.

You can archive any task by hovering over the notification in the NEW tab and press on the x on the top right corner of the notification.

Alternatively, if you would like to archive all, you can do by pressing on ARCHIVE ALL on the top right of notification center.

If you accidentally archive a notification, you can unarchive the notification by doing the same in the ARCHIVED tab.

Desktop Notification

Whenever a user is away from the platform, desktop notifications can be sent to them via the browser.

We recommend using Google Chrome to enable your desktop notifications to ensure the reliability of the notifications' delivery!

Google Chrome

Guide on enabling desktop notifications: Chrome, Firefox, Opera, and Microsoft Edge.

Email Notification

If you prefer to receive notifications via email, we also send notifications to the email address you provided during sign up. The notification includes actionable information that will keep you informed of what is important and the action that needs to be taken.

Examples of Email Notifications

Sound Notification

When a new message is received, the notification sound will be played based on the preferences. The sounds will only play when the user is active in the Messaging Module.

Notification Types

On the platform, there are many events that will trigger a notification such as:

Notification	Description
New Incoming Message	A notification will be sent to the preferred users notifying them on the new incoming message
Contact Assigned	A notification will be sent to the assigned user, notifying them on the contact assignment performed by another user or automation
Comment Mention	A notification will be sent to the mentioned user, notifying them on the comment mention by another user
Custom Notification	When a Custom Notification is sent via RB_Notify, everyone on the platform will receive a notification
Contacts Import Notifications	A notification will be sent to the user who performed the task notifying them on the completion of the contacts import
Data Export Notifications	A notification will be sent to the user who performed the task, notifying them once the file from data export is ready to be downloaded

For Custom Notification, it will be sent to the users as long as user opt to receive notifications. For Contacts Import Notifications, it will be sent to the user regardless of the notification preference of the user.

The following table lists the how each type of notifications are being sent on the respective channels.

​	Notification Center	Desktop Notification	Mobile Notification	Email
New Incoming Message	❌	⭕	🔷	🔶
Contact Assigned	❌	⭕	🔷	🔷
Comment Mention	✅	⭕	⭕	⭕
Custom Notification	✅	⭕	⭕	⭕
Contacts Import Notifications	✅	❌	❌	✅
Data Export Notifications	✅	❌	❌	✅

Legend

✅ Always Send ❌ Never Send ⭕ Send based on Preference 🔷 Send based on Activity Status and Preference 🔶 Send based on Activity Status, Preference and Notification History

Notifications with 🔷 are only sent when the user opt to receive such notifications and their activity status is offline

Notifications with 🔶 are only sent when the user fulfills the following :- 1. The user opt to receive such notification 2. The user is offline 3. The user have not received such notification from the same contact throughout his inactivity

Notification Preferences

Notification Preferences can be found in your user profile page by clicking on the Personal Settings button in your user menu.

Under the Notification Preferences section, you can change how often you want to receive notifications for each notification channel.

Preferences for Sound Notifications

Preference	Description
Play sound notifications for contacts assigned to me or unassigned contacts	User opt to receive following notifications when they are active on the platform: - New messages from assigned contact - New messages from unassigned contacts - Contact assigned
Play sound notifications for contacts assigned to me only	User opt to receive following notifications when they are active on the platform: - New messages from assigned contact - Contact assigned
Do not play sound notifications	User opt out to receive notification on the when they are active on the platform

Preferences for Dekstop, Mobile and Email Notifications

Preference	Description
Send me notifications for all contacts and mentions	User opt to receive the following notifications on the preferred channel - New incoming messages from all contacts - Contact assigned - Comment mention
Send me notifications for the contacts assigned to me and mentions	User opt to receive the following notifications on the preferred channel - New incoming messages from assigned contacts - Contact assigned - Comment mention
Send me notifications for mentions only	User opt to receive the comment mention notification on the preferred channel
Do not send me any notifications	User opt out to receive notification on the preferred channel

Default configurations

For users who signed up and created an organization, their default notification preference will be the following :-

Notification Channel	Default Configuration
Sound Notification	Play sound when a new message from contacts assigned to me or unassigned
Desktop Notification	Send me notifications for all contacts and mentions
Mobile Push Notification	Send me notifications for all contacts and mentions
Email Notification	Send me notifications for contacts assigned to me and mentions

Remember to press the blue SAVE PROFILE button to save changes you made to your User Profile.

u can turn the app notifications from App info > Notifications > All ISMessanger notifications

Preference	Description
Send me notifications for all contacts and mentions	User opt to receive the following notifications on the preferred channel - New incoming messages from all contacts - Contact assigned - Comment mention
Send me notifications for the contacts assigned to me and mentions	User opt to receive the following notifications on the preferred channel - New incoming messages from assigned contacts - Contact assigned - Comment mention
Send me notifications for mentions only	User opt to receive the comment mention notification on the preferred channel
Do not send me any notifications	User opt out to receive notification on the preferred channel

Default configurations

For users who signed up and created an organization, their default notification preference will be the following :-

Notification Channel	Default Configuration
Sound	Play sound when I receive new message from contacts assigned to me
Desktop Notification	Send me notifications for contacts assigned to me and mentions
Mobile Push Notification	Send me notifications for contacts assigned to me and mentions
Email Notification	Send me notifications for contacts assigned to me and mentions

Remember to press the blue SAVE PROFILE button to save changes you made to your User Profile.

Notifications Troubleshooting

Push Notifications Are Not Arriving

User inactivity timeout is too high

Mobile notifications are only sent when the User Activity Status is Offline. The User Activity Status is affected by the User Inactivity Timeout configuration, which by default is set to 5 minutes in every space. You can reduce the timeout from Settings > General > User Inactivity Timeout.