Notifications

In short: aishaa alerts you in three ways. You get push notifications on your device for a new customer message on a ticket assigned to you (or to nobody, if you switch that on), for a direct chat message or a mention in the chat, and when a snoozed ticket comes back. In aishaa itself you see the dock with Now, badges and banners. By email you only hear from aishaa if someone mentions you in the chat and you do not see it quickly, if colleagues assign follow-up actions to you (if you switch that on), and for a few organisation-wide warnings. There is no email for every new ticket.

Where to find this

Your notification preferences are on My profile (at the bottom of the navigation menu, on a phone under More), in the Push notifications and Action assignment emails blocks. You see the snooze notifications behind the notification icon (the bell) in the top bar of aishaa. Whatever needs attention right now (an expired snooze, an upload, a running task) is in the dock at the bottom right under Now; see The dock: aishaa, chat and Now.

Who: everyone from the Viewer role. Notification preferences apply to you personally, in all organisations you have access to. The push notification subscription applies per device or browser. You can read exactly which switches there are in My profile; this article explains when which notification arrives.

Three kinds of notifications

Switching on push notifications

Push notifications work in two layers. You subscribe each device or browser separately, and you also switch on for your account what you want to receive. Both must be on.

1. Go to My profile and scroll to Push notifications.
2. Switch on Enable notifications on this device/browser. Your browser asks for permission to show notifications; choose allow. You see Notifications enabled on this device/browser. and the counter Active device/browser subscriptions for this account goes up.
3. Switch on Allow push notifications for my account. This is the main switch: if it is off, you get no push notifications anywhere, not even on subscribed devices.
4. Below it, choose whether you also want Notify me for unassigned tickets in my accessible organisations and Notify me when snoozed tickets become active again.

Repeat step 2 on every device where you want notifications: your phone, your laptop and possibly a second browser. You only need to do steps 3 and 4 once.

Messages you may see when switching them on:

When you get a push notification

A push notification only arrives for events that concern you. Below, for each event, is who gets the notification and what it says.

New message from a customer

When a new message from a customer (or from an external party in the conversation) comes in on a ticket, the assignment determines who gets the push notification:

• If the ticket is assigned to a colleague, only that colleague gets the notification.
• If the ticket is not assigned to anyone, everyone with access to that organisation gets a notification, provided that person has switched on Notify me for unassigned tickets in my accessible organisations.

The notification has the customer’s name and the channel as its title, and the ticket subject followed by the start of the message as its text. Tap or click the notification to open the ticket straight away in the right organisation.

A push notification on a phone with the customer’s name and the channel as the title, and the ticket subject followed by the start of the message as the text.

A few rules prevent duplicate notifications:

• For email, aishaa waits 25 seconds before sending the notification. If the customer sends another email within that time, you only get a notification for the latest message. For WhatsApp and other channels, the notification arrives immediately.
• If the message is no longer the newest message on the ticket at the moment of sending, the notification is skipped.
• A customer message always sets the ticket to Open. If the ticket already has a different status at the moment of sending, for example because a colleague has already replied within that time, no notification is sent.
• On your device, a new notification about the same ticket replaces the previous one, so only one notification per ticket remains.

More about assigning: Assigning, support group, important and urgent.

Snooze expired

When a snooze or reminder expires, the people chosen when snoozing (Only me or Everyone) get a push notification, provided they have switched on Notify me when snoozed tickets become active again. The notification has the customer’s name followed by Snooze expired as its title, and the ticket subject with Needs attention again as its text. If you have already opened the ticket before the notification goes out, there is no push notification. With the choice Nobody, no notification is sent. See Snoozing and reminders.

Chat messages and mentions

These rules apply to the internal chat:

• In a direct conversation, you get a push notification for every message from the other person.
• In a group, you only get a push notification if you are mentioned with @ followed by your name, or via @everyone. You only see other group messages from the unread badge.
• If you have muted a conversation with Mute notifications, you no longer get a push notification or email from that conversation, not even when you are mentioned. The unread badge does keep counting. Turn notifications back on switches them back on.
• A quiet line about a change to the group (someone added, the name changed and so on) never produces a notification.
• You only get the notification if you are not active in aishaa at that moment (no activity in the last 3 minutes) and have not read the message yet. Anyone working in aishaa already sees the badge.

The title of the notification is the sender’s name, followed by the group name in a group; for a mention in a group there is an @ in front. The text is the start of the message, or Attachments if the message only contains files. See Internal chat.

Organisation-wide warnings

Three kinds of warnings also arrive as a push notification, in addition to an email:

• Reminders for WhatsApp coexistence, when aishaa has not seen any activity from the WhatsApp Business app for a while. You can read who gets them and when in Coexistence: the WhatsApp Business app and aishaa together.
• A warning when Meta refuses messages from your WhatsApp number or no longer recognises the number: Meta refuses WhatsApp messages or WhatsApp connection may no longer work. It goes to the Account admins and to whoever manages the channels in that organisation, once per change. See WhatsApp settings.
• Domain verified, for the person who started the verification of their own sending domain. See Sending from your own domain via aishaa.

Notifications in aishaa itself

As long as you have aishaa open, aishaa also alerts you without push notifications: in the dock under Now, with the notification icon in the top bar, with badges in the menu and with banners at the top of the page.

Now: the dock at the bottom right

Everything that needs attention right now comes together in the dock at the bottom right, under Now: expired snoozes with an alarm, news from aishaa (New at aishaa), files that are uploading and running tasks such as an import. Each of these is a card you can open or dismiss. If the dock is closed, a new card appears briefly above the round button and then stays in Now; the badge on the chat button in the top bar counts along. See The dock: aishaa, chat and Now.

If a snooze with an alarm expires while you are working in aishaa, the card Snooze expired appears there with the text Your snoozed ticket (subject) is ready for follow-up., any note under Note, the line Snoozed by (name) and the buttons Open ticket and Close popup. A sound plays once when it arrives.

Snooze notifications and the notification icon

You find all snooze notifications behind the notification icon (the bell) on the right of the top bar. The badge on it shows the number of open notifications (Unread snooze notifications: (number)). The menu is called Snooze notifications and shows (number) open, under Action needed the tickets with the text This ticket needs attention again., and under Previously viewed ((number)) the notifications you have already opened, with Viewed (time). Click a notification to open the ticket. Without notifications, it says No open snooze notifications.

The open Snooze notifications menu behind the notification icon in the top bar of aishaa, with the heading Action needed, a ticket with the text This ticket needs attention again, and below it Previously viewed.

Notifications in an open ticket

If you are working in a ticket while a colleague changes something in it, a short notification appears at the bottom:

Badges in the menu

• Chat: the chat button in the top bar (tooltip aishaa and chat) and the conversation list show the number of unread messages and an @ for an unread mention. The badge on that button counts the unread chat messages and the open alarms together.
• Tickets: a badge with the number of messages recognised as spam and awaiting review.
• Follow-up actions: a badge with the number of actions due today or overdue (only with the Ticket actions feature). See Follow-up actions (Ticket actions).
• To do: a badge with the number of things waiting for a person. See To do.
• Changes (under Organisation > Intelligence): a badge with the number of open proposals and questions from aishaa.
• What aishaa knows (under Organisation > Topics): a badge with the number of contradictions a person needs to decide on. See What aishaa knows.
• Support (at the bottom of the menu): a badge with the number of news items from aishaa you have not read yet. See Reach the aishaa team.

Banners and pop-ups

• A bar may appear at the top of every page for a WhatsApp coexistence connection that is at risk or may have been broken. See Coexistence: the WhatsApp Business app and aishaa together.
• Shortly before an aishaa update, the bar New version coming soon. appears with the text The app may be unavailable for a few minutes soon.
• After sending an email with a send delay, you see the pop-up Sent at the bottom right with a countdown bar and the Undo button. See Sending, undoing and what happens during an outage.

A new version of aishaa

When a new version of aishaa arrives, you usually do not notice it. aishaa switches over at a moment when reloading costs nothing: while your tab is briefly in the background, or as soon as you go to another page. That never happens while a dialogue is open, while you are on the phone or while a file is uploading.

If there has been no safe moment for hours, the message A new version of aishaa is available. appears at the bottom right with the Reload button. That message stays until you dismiss it or click Reload, so aishaa never reloads behind your back. The draft you were writing on a ticket is kept across a reload.

Email notifications

aishaa sends few emails to colleagues, and never for a new ticket or customer message. These are the emails that do exist.

Mention in the chat

If a colleague mentions you in the chat and you have not seen the message after 5 minutes, aishaa sends you an email with the subject (name) mentioned you in (conversation) and the Open chat button. For a direct conversation, the conversation name is a conversation with (name). The email deliberately does not contain the text of the message; you read it in aishaa. If you read the message within those 5 minutes, or you have left the group, no email is sent. You cannot switch this email off.

Assigned follow-up actions

This email applies if the Ticket actions feature has been activated for your account. On My profile, under Action assignment emails, switch on Email me when actions are assigned to me. You then get an email when a colleague assigns a follow-up action to you.

• Assignments made shortly after each other are bundled: aishaa waits 5 minutes and then sends one email with all actions assigned to you in that time. The subject is A new action was assigned to you or (number) new actions were assigned to you.
• If you assign an action to yourself, you do not get an email.
• If the same action is assigned to you again within 30 minutes, you do not get another email about it.

You can read what the email contains in Follow-up actions (Ticket actions).

Organisation-wide warnings by email

The reminders for WhatsApp coexistence, the warning when Meta refuses messages from your WhatsApp number and the confirmation Your domain (domain) is verified also arrive by email. These emails have no switch; who gets them is described in the articles about coexistence, WhatsApp settings and sending from your own domain.

A requested integration is ready

If you asked for an integration with a program (for example during onboarding), or indicated that you use a program for which no integration existed yet, you get one email as soon as that integration is ready: You can now connect (program), with the Connect in aishaa button. See Setting up aishaa with the onboarding.

Good to know

• aishaa does not send an email for a new ticket or a new customer message, and there is no daily summary by email. If you want to be alerted outside aishaa, use push notifications.
• There is no separate setting for desktop notifications or browser notifications. Browser notifications are the push notifications; they follow the permission you give in your browser.
• Push notifications only arrive if the device is subscribed and the main switch Allow push notifications for my account is on. The counter on My profile shows how many devices and browsers are subscribed.
• A push notification for a new customer message only goes to the assigned colleague. It is not possible to also get notifications for colleagues’ tickets; you can only add unassigned tickets.
• There is no push notification or email for follow-up actions with an approaching deadline; you only see the badge in the menu.
• Notifications cannot be set per organisation. You can, however, mute an individual chat conversation. If you have access to several organisations, you get notifications from all of them.
• Notifications are only about you and your colleagues. What customers receive automatically (for example an automatic reply or a review email) is set up at the organisation, not here.

Related

• The dock: aishaa, chat and Now
• My profile
• aishaa on your phone and as an app
• Snoozing and wake-up calls
• Assigning, support group, important and urgent
• Follow-up actions (Ticket actions)
• Sending, undoing and what happens when sending fails
• Internal chat
• Coexistence: the WhatsApp Business app and aishaa together
• Send from your own domain via aishaa
• WhatsApp settings
• To do