Push notifications without content

What a push shows

The title is the conversation number, for example #123. The text is a fixed line that says what happened:

• A customer writes: New message
• Your AI bot hands a conversation to your team: Waiting for an agent
• A conversation is assigned to you: New conversation assigned to you
• A conversation is transferred to you: A conversation was transferred to you
• Someone mentions you in a note: A teammate mentioned you
• A label that notifies you is added: A label was applied
• Your transfer went to the queue: Your transfer went to the general queue
• An SLA target is missed, for example: SLA missed: first response

The lines are written in the language of the app on that phone. A tap on the push opens the conversation as usual. The push itself carries only what the app needs to open it, so the services that deliver it to the phone get no name and no message text.

What stays the same

• The notification list (the bell) in the dashboard and in the app still shows names and messages.
• Notification emails still show them too. You choose which events send an email under Settings > Notifications.
• Which events send a push stays as each member set it, in the app under More > Push Notifications.

Switch it on or off

1. Click Settings in the rail and open Account Settings.
2. Switch Push notifications without content on or off. The change is saved right away.

The setting is for the whole workspace: every member and every phone gets pushes the same way. Only administrators can change it. Everyone else sees the switch with the note Only administrators can change this setting.

Practices start with it on

When you pick Practice as your kind of business in the guided setup, push notifications without content are switched on, unless an administrator already chose a setting by hand. The setup says so on its first screen. You can switch it off any time under Settings > Account Settings.

Frequently asked questions

Who can turn this on?

Administrators, under Settings > Account Settings. It is part of every plan.

Does it change what I see in the app?

Only the pushes. Once you open the app, conversations, the bell and everything else show as usual.

Do notification emails leave out names too?

No. The setting changes push notifications only. If emails should not go out, switch them off for each event under Settings > Notifications.

Can each teammate choose this for their own phone?

No. It applies to the whole workspace. Each teammate still picks which events send a push under More > Push Notifications in the app.

Why is it already on in my workspace?

Your workspace was set up as a practice in the guided setup. An administrator can switch it off under Settings > Account Settings.