Table of Contents

Notifications

JQ Lee Updated by JQ Lee

Using notifications, respond.io 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 a bell and a number indicator. The number represents the unread count of notifications the user has.

Notification Center

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 clicking on the x on the top right corner of the notification.

Archiving or Unarchiving a Notification

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

Archiving or Unarchiving a Notification

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.

Desktop Notification
We recommend using Google Chrome to enable your desktop notifications to ensure the reliability of the notifications' delivery.
Google Chrome
Desktop Notification - Chrome
Guide on enabling desktop notifications: Chrome, Firefox, Opera, and Microsoft Edge.

Mobile Notification

If you are using the respond.io mobile app, you will be able to receive notifications via your mobile too.

Mobile Notification

Once you have installed and login to the mobile application, you may be able to start receiving mobile app push notifications. You can refer here on how to download the official respond.io mobile application.

Make sure you enabled and allow notifications on your mobile device to ensure the deliverability of the notifications.

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

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 of the new incoming message.

Contact Assigned

A notification will be sent to the assigned user, notifying them of the contact assignment performed by another user or automation.

Comment Mention

A notification will be sent to the mentioned user, notifying them of the comment mentioned 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 of 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 the user opts 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 how each type of notification is being sent on the respective channels.

Notification Center

Desktop Notification

Mobile Notification

Email

New Incoming Message

❌

β­•

β­•

πŸ”Ά

Contact Assigned

❌

β­•

β­•

πŸ”·

Comment Mention

βœ…

β­•

β­•

β­•

Custom Notification

βœ…

β­•

β­•

❌

Contacts Import Notifications

βœ…

❌

❌

βœ…

Data Export Notifications

βœ…

❌

❌

βœ…

βœ… Always Send

❌ Never Send

β­• Send based on Preference

πŸ”· Send based on Activity Status and Preference

πŸ”Ά Send based on Activity Status, Preference and Notification History

Notifications with πŸ”· are only sent when the user opts to receive such notifications and their activity status is offline.
Notifications with πŸ”Ά are only sent when the user fulfills the following:
1. The user opts to receive such notifications.
2. The user is offline.
3. The user has not received such notification from the same contact throughout his inactivity.

Notification Preferences

Notification Preferences can be accessed from the Settings navigation menu under the Personal Settings sub-menu item, Notifications.

Notification Preferences

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

Notification Preferences

Preferences for Sound Notifications

Preference

Description

Play sound notifications for contacts assigned to me or unassigned contacts.

Users opt to receive the 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.

Users opt to receive the following notifications when they are active on the platform:

  • New messages from assigned contact.
  • Contact assigned.

Do not play sound notifications.

Users opted out from receiving notifications sound when they are active on the platform.

Preferences for Dekstop, Mobile and Email Notifications

Preference

Description

Send me notifications for all contacts and mentions.

Users 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.

Users 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.

Users opt to receive the comment mention notification on the preferred channel.

Do not send me any notifications.

Users opted out from receiving notifications 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 notifications for Contacts assigned to me or unassigned Contacts.

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 all Contacts and mentions.

For users who signed up by invitation, their default notification preference will be the following:

Notification Channel

Default Configuration

Sound Notification

Play sound notifications for Contacts assigned to me only.

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.

Android App Notification Settings Are Not Enabled

You can turn the app notifications from App info > Notifications > All respond.io notifications.

Troubleshoot - Android App Notification Settings Are Not Enabled
Android Battery Optimization Is Enabled For respond.io App

Some Android phones, in their pursuit to improve the battery life, will kill the app background process. Follow the next steps to disable battery optimization on your phone:

Android 8.x and Higher:

  1. From Settings > Search settings: Battery optimization
  2. Select All apps
  3. Search respond.io
  4. Select the option Don't optimize
Troubleshoot - Android Battery Optimization Is Enabled For respond.io App

The App will no longer be restricted from running background processes.

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