Notifications on Agent by Whisbi iOS app

Context

A mobile push notification is a message sent by an application to a customer’s mobile device. They are typically used to deliver product updates, reminders, and any information that requires special attention, or needs to be actioned quickly.

Problem

Agents are constantly looking at their open phone screen to see if new customer requests are coming in through the Agent by Whisbi iOS app. Agents who are constantly looking at their phone screen are generally less productive and focused. At the same time, they could do other activities like serving real customers coming to a dealership or retail shop.

Solution

The notification system of the Agent by Whisbi iOS app brings real-time awareness to the agents about incoming customer requests or scheduled calls. Because of this, the agent can engage in other activities and not have to miss incoming customer requests in the app.

What type of notifications are there?

• Incoming requests
• Scheduled calls

Limitations:

1. Notification will not appear for a call scheduled by the customer from the widget.
2. Agents will not receive notifications if they were logged out automatically due to their inactivity.
3. Agents will receive notifications 5 min before they are logged out automatically due to their inactivity with information to open the app to stay logged in
4. The customer needs to have an LDS-setup
5. The customer must have PIN Inbound disabled.

Permissions for iOS notifications

In order for the Agent iOS app to send notifications, you will need to allow ‘Agent by Whisbi’ to send notifications. The permissions for notifications will be prompted the first time you log in or the first time you log in after the release of the notifications. It looks like this:

Note: This dialog will pop-up the first time you open the app or the first time you open the app after updating the app to the release that includes notifications.

If you missed the dialog you can toggle on this feature by logging into the Agent iOS app and by clicking on your agent name on the top left corner > Click on ‘Notifications’ to set your notification settings and the dialog will prompt again.

How to toggle on/off notifications?

1. Go to the settings of your iOS-device

2. Click on ‘Notifications’ and select ‘Agent by Whisbi’

3. In this screen, you can configure the notifications set up for the Agent by Whisbi iOS app. Toggle ‘Allow notifications’ on/off to receive or disable notifications:

How does it work when I get a notification?

There are two types of notifications:

1. An incoming request with the following copy in the notification on iOS with a ringtone if the application is not opened:

2. A scheduled call with the following copy in the notification on iOS with a ringtone if the application is not opened:

Limitations:

• A Lead Distribution System setup is needed in order to receive notifications on your iOS-device.
• You must allow ‘Agent by Whisbi’ to send you notifications by clicking ‘Allow’ the first time you open the app after downloading or updating the app to the release that includes notifications.
• You must be logged in in order to receive notifications.
• You can not open or accept a new request/scheduled call when you are still in an active session.
• You can not open or accept a new request/scheduled call when you are still calling with the customer.

This is the workflow of an incoming request notification:

1. Open the ‘Agent by Whisbi’ app on your iOS-device:

2. The first time you open the app after downloading or updating the app with the notifications update, you will see the following dialog. Click on ‘Allow’ if you want to start receiving notifications of incoming requests or scheduled calls:

3. Click on ‘SIGN IN’, fill in you agent e-mail and click on ‘NEXT’:

4. Fill in your password and click on ‘CONNECT’:

5. Once logged in successfully you are able to receive notifications on your iOS-device.

6. A push notification appears when a customer requests a request:

7. Click on the notification to open the ‘Agent by Whisbi’ app

8. The ‘Agent by Whisbi’ app will open the request tab and a call appears blinking:

9. Tap on the incoming and blinking request to start connecting with the customer:

10. When both the customer and the agent pick up the phone, a session will be bridged:

This is the workflow of a scheduled call notification:

1. Open the ‘Agent by Whisbi’ app on your iOS-device:

2. The first time you open the app after downloading or updating the app with the notifications update, you will see the following dialog. Click on ‘Allow’ if you want to start receiving notifications of incoming requests or scheduled calls:

3. Click on ‘SIGN IN’, fill in you agent e-mail and click on ‘NEXT’:

4. Fill in your password and click on ‘CONNECT’:

5. Once logged in successfully you are able to receive notifications on your iOS-device.

6. A push notification appears when the scheduled call is planned:

7. Click on the notification to open the ‘Agent by Whisbi’ app

8. The ‘Agent by Whisbi’ app will open the request tab and the scheduled call appears blinking:

9. Tap on the incoming and blinking request to start connecting with the customer

10. When both the customer and the agent pick up the phone, a session will be bridged: