In-App and Push Notifications

The In-App and Push Notifications feature consolidates Collaboration alerts, ensuring that users never miss important updates or messages. Desktop users can enable pop-ups for immediate on-screen alerts, while mobile workers receive push notifications after granting OS permissions and launching the app once. Unread counts appear in the Collaboration header and Notifications tab, allowing users to triage updates quickly and stay focused.

Business Benefits:

• Fewer missed communications: A single Notifications view reduces the chance that critical messages are overlooked.
• Attention when it matters: Optional pop-ups keep dispatchers and desk roles responsive during live operations.
• Noise control: Read-only system messages deliver notifications without creating chat clutter or side discussions.
• Operational follow-through: Read and acknowledgment visibility lets managers confirm that important broadcasts were received and acted upon.
• Audit and compliance: Historical notifications and outcomes support post-incident reviews and regulatory checks.

Functional Description:

• The header icon shows unread counts, and the Notifications tab aggregates new items.
• Pop-ups can be toggled per window; behavior differs by platform:
  • iOS: Notifications arrive even when the app is active in the background and appear in the app’s notification area (status bar icon).
  • Android: Notifications show as a status bar icon, appear on the lock screen, include sound or vibration, and also post a new notification on the current page.

Use Cases

In-App and Push Notifications in Collaboration supports a variety of operational scenarios across the field service landscape. Here are some examples:

• Real-time desk triage during a spike

  During a busy window, dispatch and Helpdesk operators keep pop-ups enabled so urgent items surface over other tabs. They work directly from the pop-up to open the thread, confirm a designated responsible individual, and track delivered, read, and acknowledged statuses in line. Non-urgent items are cleared later from the Notifications view to avoid context switching.

• Mobile-first responsiveness for mobile workers

  A mobile worker on the road receives a push notification for a Helpdesk reply. From the lock screen, they tap straight into the exact conversation, send the requested photo, and return to the job - no app hunting. If the message requires action later, it stays in the Notifications list as a reminder.

• Quiet-hours noise control

  Supervisors managing after-hours coverage turn pop-ups off to prevent interruptions but rely on the unread badge and the Notifications tab to check for new items at set intervals. Critical, read-only alerts are sent as system messages so they remain visible without creating back-and-forth.

• Mandatory reads with follow-through

  For a safety or policy update, the sender uses a broadcast with acknowledgment. Recipients receive a notification; those who have not acknowledged within the defined window are identified through read and acknowledgment metrics. A targeted reminder goes only to non-responders or to users reached through Past Participants, keeping noise low while closing the loop.

• Shift handover without misses

  At shift start, the oncoming operator scans the Notifications view to sweep overnight items: clear resolved threads, open any unread Helpdesk requests, and pin one or two priorities. Because everything lands in one place—broadcasts, conferences, and Helpdesk threads—the team starts the day with nothing missed and clear next actions.

Configure User Access

Proper configuration ensures that notifications behave consistently across desktop and mobile, and that systems can generate or extend alerts as needed.

• Use pop-up alerts during active shifts and switch them off during quiet hours to control noise.
• Educate users on how to adjust pop-up settings and clear notifications within the Collaboration window.
• Use Message Scenarios → Delivery Channel = Collaboration to deliver internal alerts as read-only system messages.
• Target notifications by resource, user, or Helpdesk based on operational needs.

To enable push notifications for iOS and Android mobile apps:

1. Verify OS-level push notifications permissions in device settings.
2. Confirm that each user launches the mobile app at least once to register the push token.
3. Use MDM policies to enforce notification permissions where required.
4. Advise users to relaunch the app after major OS updates to maintain push notification reliability.
5. Encourage users to manage noise levels by turning pop-ups off in-app while relying on badges and period notification checks.
   Note:

   • Use Collaboration REST APIs to retrieve individual user or resource information. For more information, see Integration with Collaboration.
   • Use the same APIs to automatically identify and group nearby resources based on their locations, territories, or skills.
   • Use REST APIs to post time-based or event-driven messages to middleware for cross-channel delivery such as SMS, email, or voice alerts.
   • Have middleware return status or confirmation updates into Collaboration when needed for audit tracking.
   • Maintain device-level push permissions and Collaboration delivery rules through mobile device management or IT policy tools.

View and Manage Notifications

Notifications appear differently depending on whether you are using the web interface or the mobile app.

View and Manage Notifications on Web Interface:

1. Click the Notifications icon in the Collaboration header to open your list of unread items.
   • The icon shows the total number of unread messages.
2. Open the Notifications view to review new items across broadcasts, conferences, and Helpdesk threads.
   • You can read and clear items without opening each conversation.
3. Toggle Pop-ups and Sounds to On so urgent items surface immediately during busy periods.
   • You can act directly from the pop-up to open the thread and respond.
4. Toggle Pop-ups and Sounds to Off during quiet hours to reduce interruptions.
   • You can review non-urgent items later in the Notifications vew.

Receive Push Notifications in Mobile App:

• Enable push notifications in your mobile device settings to allow Collaboration alerts to reach your device.
• Tap the push notification from the lock screen to open the exact conversation in the app.
• Return to the Notifications list later if the item requires follow-up. Items remain in the list as reminders until addressed.