Notifications on your phone
Which events send a push notification, how to allow notifications, and how to choose what you're told about, sounds, lock-screen previews and quiet hours.
The IconEngage app can notify you when a customer writes, when a conversation is assigned to you, and when your organisation's WhatsApp credit or plan allowance needs attention. Notifications are a mobile app feature. The web app does not send browser or desktop notifications.
Allow notifications
After you sign in, your phone asks whether IconEngage may send notifications. Tap Allow.
If you didn't allow them, or you turned them off later:
- Go to More › Notifications.
- At the top, you see one of these:
- "Allow notifications to hear about new messages when the app is closed." Tap Allow notifications.
- "Notifications are turned off for IconEngage in your phone's settings…" Tap Open Settings and turn notifications on for IconEngage in your phone's settings.
What sends a notification
| Notification | When you get it | Setting under Notify me about |
|---|---|---|
| New message and the contact's name | A customer writes in a conversation you hold | New messages in my chats |
| New message and the contact's name | A customer writes in a conversation nobody holds, and your availability is Available or Busy | New messages nobody holds |
| Conversation assigned to you | Someone else assigns or transfers a conversation to you | A chat assigned to me |
| WhatsApp credit is low | Your organisation's WhatsApp credit drops below its low-balance notice | WhatsApp credit and plan limits |
| Usage allowance reached | Your organisation has used its plan's allowance for the period | WhatsApp credit and plan limits |
You aren't notified about things you did yourself (for example, taking a conversation), about messages your team sends, or about anything in an organisation you can no longer read.
If a customer sends several messages in quick succession, you get one alert and the badge count goes up for the rest.
Tapping a notification opens the conversation. If it belongs to another organisation you're a member of, the app switches to that organisation first.
Note: Notifications reach your phone only for the organisation that's open in the app. If you belong to several organisations, switching to another one stops notifications from the one you left. See Sign in to the mobile app.
Choose what you're told about
- Go to More › Notifications. You can also go to More › Settings › Notifications.
- Under Notify me about, turn each switch on or off. Changes save as you make them.
Until you change anything, you have your role's defaults. The text under the first switch says "Your role's defaults for…".
| Role | On by default |
|---|---|
| Agent and most other roles | New messages in my chats, A chat assigned to me, Mentions in notes |
| Supervisor | The same, plus New messages nobody holds |
| Owner, Admin | The agent defaults, plus WhatsApp credit and plan limits |
| Billing Administrator | WhatsApp credit and plan limits only |
Your choices apply to one organisation. They follow your account, so every phone you're signed in on uses them.
Sound and vibration
Under Alerts:
- Sound turns the notification sound on or off for every kind of notification: messages, assignments, mentions and billing notices.
- Vibrate (Android only) turns vibration on or off for every kind of notification. On iPhone, vibration follows Sound & Haptics in the phone's Settings app.
On Android, IconEngage notifications use notification channels. If you change a channel in Android's own settings, Android's setting wins.
Lock screen previews
Your organisation decides how much a notification may show on a locked screen. Owners and Admins choose this under Lock screen for everyone in the organisation:
- Nothing (not even the contact's name)
- The contact's name only (the default)
- The message text, for members who choose it
When your organisation allows message text, each member can turn on Show preview under Lock screen. Other members see "Your organisation shows: … An owner or admin can change this."
Note: At present, IconEngage notifications show at most the contact's name. They don't include the message text, whichever option is chosen.
Quiet hours
Quiet hours stop notifications during the same window every day, for example overnight.
- Go to More › Notifications.
- Under Quiet hours, turn on Quiet hours. It starts at 22:00 to 07:00.
- To change the times, enter From (HH:MM) and Until (HH:MM) in 24-hour time, then tap Save quiet hours.
Quiet hours use your phone's time zone, which is shown under the switch.
To pause notifications for a set time instead of every day, use Mute all. To silence one chat, mute that chat. See Mute notifications on your phone.
The badge on the app icon
The number on the IconEngage icon is updated with each notification.
What's set on the phone, and what's set on your account
- Set on each phone: whether the phone allows notifications from IconEngage, and on Android, the channel settings.
- Set on your account, for each organisation: everything on the Notifications screen, including mutes. It applies to all your phones.
If notifications stop arriving, see Notifications not arriving.
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.