Tutorials｜CAAC Notification

💁🏻‍♀️ Advantage

• Notification helps improve agents handling efficiency and user experience during conversations. When new messages come in, agents receive notifications immediately and be able to respond promptly.

➤ Plan Availability

• Already enabled CAAC

▶︎ Operational Mode

➤ Notification Mechanism

1. The contact sends a new message, and the system checks if a specific agent is assigned.

2. If a specific agent is assigned, the assigned agent receives a notification.

     *The specific agent needs to enable notification settings, log in on the device, and set to "Online(On Duty)" status.
3. If no specific agent is assigned, the system checks if a team is assigned (without a specific agent assigned), and notifies all agents within the team.

    *All agents need to enable notification settings, log in on their devices, and set to "Online(On Duty)" status.
4. If the incoming message has no assigned agent or team, the system will not send a notification.

💡 Reminder： 

- If a single agent is logged in on multiple devices or multiple agents are logged in on a single device, all devices and agents will receive the notification when it is triggered.

- Please note that if your CAAC web is being actively viewed, notifications will not be sent.

- In push notifications for new conversations, all formats except preview text, images, emojis, stickers, and videos will display as "User sent a file." Please note that some devices may not support preview formats, so please consider device restrictions.

➤ Types of Notifications

To provide a better notification experience for agents, CAAC will offer different types of notifications based on the device.

Status / Device	Desktop	Mobile
Online(On Duty) *log in device	Desktop Push Notifications Tab Count Notifications	Notification Center Push Notifications App Badge Notifications

• Desktop Push Notifications
  
• Tab Count Notifications
  
  
  
• Notification Center Push Notifications
  
• App Badge Notifications
  
  
• 

➤ Supported Devices

Device Type	Device System	Device Firmware	Operating Software	Notes
Desktop	Mac	macOS High Sierra 10.13 or above	Chrome latest version *Notifications will not be displayed if the CAAC webpage is placed in Stage Manager. *Mac cannot support notification sounds due to system limitations.	*Please note that if your CAAC web chatroom is being actively viewed, notifications will not be sent.
	Windows	Windows 10 or above Intel Pentium 4 or above processor (supports SSE3)	Chrome latest version
Mobile	iPhone	iOS ≥ 16.4	Safari version is ≥ 16	*CAAC must be added to the home screen.
	Android	-	Chrome latest version

▶︎ Setting

➤ Notification Settings - Desktop

1. Click on the profile icon in the bottom left corner > Select "My profile" from the menu > Scroll down to the notification section

2. CAAC website will proactively ask for your permission to send notifications. Click on "Allow."

💡 Reminder: If you accidentally close the prompt or navigate away, please click on the settings option to the left of the Chrome address bar to allow notifications.

3. Once allowed, the notification section below will display "Browser notification is granted."
4. Click on "Device test" or "Push test" to confirm if they are functioning properly.
5. If they are working correctly, you will receive desktop push notifications.

➤ Notification Settings - Mobile

1. Open the CAAC website using Chrome (for iPhone/Android users) or Safari (for iPhone users) and click on the share button.

2. Select "Add to Home Screen."

3. Enter the name "CAAC".

4. Click on "Add."

5. CAAC will be added to your home screen. Click on the CAAC app.

6. Log in with your account.

7. Click on the profile icon in the bottom left corner, then go to "My profile" and scroll down to the notification section.

8. Click on "Grant browser notification."

9. Select "Allow."

10. Slide the status switch to the right. You can click on "Device test" and "Push test" to confirm if it is functioning correctly.

💡 How to set up mobile notifications：

[iPhone User]

- Please add the CAAC website to your home screen to enable the notification feature. If you are an Android user, we still recommend adding the CAAC website to your home screen for a better user experience.

- With iOS version is below iOS 17 (excluding iOS 17), since the firmware version of each device is different.

1. Please first go to iOS "Settings" > "Safari" > "Advanced" > "Feature Flags" (WebKit Function Flag)"

2. Confirm that the three switches of Push API, Notification, and Service Workers are turned on.

- With iOS version iOS17 or above, please finish these setting steps.
1. Please go to iOS "Settings" > "Safari" > "Advanced" > "Experimental Features".
2. Make sure the switches for Notification, and Service Workers are turned on.

     

[Android User]

- Please don't remove Chrome from background running.

1. System Notifications - Chrome Settings Notifications On
   
2. Follow the steps, click to enter Chrome notification, and set notifications to turn on
   
3. Following the steps, in the Chrome settings page, you can see the permission authorization of Crescendo lab CAAC
   
4. Go back to the CAAC notification settings and click Test to perform testing.
   

➤ Test information is as follows

a. When you click on the Device test to test, scroll down to see the notification containing the test message.

b. When you click on the Push test to test, zoom out to the Chrome tab to see the number of notification messages.

▶︎ Troubleshooting Steps

If your device notifications are not working properly, please follow the steps below for a simple check and troubleshooting. If the issue persists, please contact the Crescendo Lab customer support team.

1. Check if you have granted sufficient notification permission to your browser (refer to the above setup steps for confirmation).

2. Check if your contacts and agents meet the notification criteria (refer to the above notification mechanism for confirmation).

3. Check if your device is in "Do Not Disturb" mode. Notifications will not be received if your CAAC webpage is filtered in Focus mode, is being actively viewed, or is placed in Stage Manager.

4. Check if your network connection is functioning properly.

5. Check for any VPN or IP restrictions, as they can affect the notification feature. Please ensure your device is properly configured or seek assistance from your company's IT department.

6. Check if you regularly clear background running apps. Please ensure Chrome/Safari/CAAC app (on mobile) are excluded from the clearing process.

7. Check if your device is in power-saving mode, as it can affect the notification feature. Please ensure Chrome/Safari/CAAC app (on mobile) are excluded from any restrictions, or disable power-saving mode directly.

8. If you are using a MIUI device, please refer to this guide for troubleshooting: https://events.whoscall.com/whoscall_xiaomi_tutorial_zh/index2.html

9. If none of the above steps resolve the issue, fully close the CAAC website and operating software on your device, and set it up again.

10. If the issue still persists, please contact Crescendo Lab customer support team for further assistance.