How to troubleshoot iOS app notifications issues? - Zoho SalesIQ

How to troubleshoot iOS app notifications issues?

Push notification allows operators to stay updated on portal activities such as incoming chat requests, new visitors, prospects visiting your site, etc. To have reliable updates, it is essential to error-free notification service.
 
This doc will discuss various notification issues and help you troubleshoot them on your iOS device.

Step 1: Check for network issues.   

Push notifications rely on an active network to function seamlessly. If you face any notifications service discrepancies, we recommend switching your network to see if the push notification works appropriately with the other networks.

Step 2: App notification permission disabled.   

Allow notification: 

Ensure you have allowed notification permission for the SalesIQ mobile app. To do so,
  • In your device, navigate Settings > Notifications > Zoho SalesIQ and ensure the Allow notifications option is enabled.

Persistent notification: 

Persistent notification keeps the notification banner displayed until you open or dismiss it while the phone is active.
To enable persistent notification:
  • Tap on Banner style, change the banner Style from Temporary to Persistent .

Notification settings in SalesIQ mobile app:

To further customize the notification,
  • Open the SalesIQ mobile app on your iOS device, navigate Settings > Notification, and click Allow notifications. Then enable the permissions for each option based on your preference.

 

In-app notifications:  

To get notified while using the Zoho SalesIQ mobile app, enable the In-app notifications option.
  • On the notification preferences page, scroll down to In-app notification and enable the Sounds and Show preview option.

Step 3: Turn off DND   

The do not disturb option allows you to have distraction-free focus, but it can also hide away essential notifications. When the DND option is enabled, it prevents notifications from popping up on the screen.

Step 4: Check if Low power mode is enabled.   

When your phone is in low power mode, the operating system delays the functioning of specific operations to save battery. This can cause a delay in your notifications and lead to missing out on incoming chat requests.
  • Go to Settings > Battery, and disable Low Power Mode.

 

Step 5: Enable notification sounds   

Notification sounds allow you to get notified via audio even when your mobile screen is off.
  • Go to Settings > Sounds & Haptics to enable notification sounds and drag the slider below the Ringers and Alerts to the desired level.
  • Now, go to Settings > Notifications > Zoho SalesIQ and ensure that Sounds are turned on.
Note : All notification sounds will be muted if the device is set to Silent or Vibration mode.

Step 6: SalesIQ operator status and other configuration   

  • Operator availability status : Operators must have their status set to available to receive notifications. If your status is busy or engaged, you won't receive notifications.
  • Treat idle operators as offline: In SalesIQ web, go to Settings > Global settings and disable the Set idle operators as offline options.
  • Active visitor or chat routing rules: Check if there are any active visitor or chat routing rules that may cause the incoming chat notification not to appear in your mobile app.
  • Non-business hours : The conversation will not be sent to any operators if a visitor initiates a chat during non-business hours.
  • Multiple portals: If the user is a part of more than one portal, SalesIQ will send notifications associated with only the currently selected portal to devices.
Note:
Please note that Apple's Push Notification Service (APNS) controls the delivery of notifications, and SalesIQ won't resolve issues relating to APNS. If someone sends you a message while you're offline, that message will be sent to APNS to be delivered to your phone. SalesIQ doesn't have control or visibility over the delivery of these notifications.  Our recommendation to resolve this issue is to restore your phone to factory settings and set the phone up as new.

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