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Background: Support might receive interactions from homeowners complaining or inquiring about having issues related to push notifications and the in App Message Center

Table of Content:

  • Push Notifications

  • Message Center

  • Troubleshooting Push Notifications & Message Center Issues

  • Reporting Homeowner Issues

  • How to guide a user to find App Version

Push Notifications:

  • IOS

  • Android

Push Notifications with IOS

Step

Action

1

  • Go to “Settings” on the Iphone

2

  • Scroll down and tap “Notifications”

3

  • Select “MyEverBright”

4

  • Ensure the “Allow Notifications” toggle is turned on

image-20241209-163824.png

5

  • Verify the Alerts are enabled and a preferred alert style is selected

    • Lock Screen

    • Notification Center

    • Banners

image-20241209-163855.png

Push Notifications with Android:

Step

Action

1

  • Go to “Settings” app

2

  • Tap “Apps or Notifications” and select “See all apps” (If necessary)

3

  • Scroll down and select “MyEverBright”

4

  • Tap “Notifications”

5

  • Ensure that the “Allow Notifications” toggle is turned on

6

  • Verify that specific notification categories (If Displayed) are enabled

Message Center

Step

Action

1

  • Instruct the user to navigate to the “Overview” tab on the bottom navigation bar

image-20241209-165221.png

2

  • Tap the “Pencil Icon” located in the header

image-20241209-165258.png

This action opens the “Message Center” where users can view recent notifications or messages

image-20241209-165343.png

Troubleshooting Push Notifications & Message Center Issues

Step

Action

1

  • Verify the User’s App Version by guiding the user to open the MyEverbright App

    • Then tap the “Person Icon” in the upper right corner to access the “My Account” Page

    • Find the App version listed at the bottom of the page (e.g. App Version 12.15)

2

  • Check in slack the most current app version listed in the header of the channel named as (#Homeowner-Support)

image-20241209-181916.png

If the user’s App version does not match:

  • IF IOS:

    • Open the App Store and search for “MyEverBright” and tap on “Update”

  • IF Android:

    • Open the Play Store and search for “MyEverBright” and tap “Update”

3

  • If the isue persist: then verify additional Device-Specific Issues:

For IOS:

Android:

  • Ask the user if “Focus Mode” (Do not Disturb) or other notification restrictions are enabled

  • IF YES:

    • Guide them to “Settings”

    • Then Focus

    • And once in there; review and disable these if necessary

  • Ask the user if “Battery Saver Mode” is enabled, as this can suppress notifications.

  • IF YES:

    • Guide them to “Settings”

    • Then “Battery”

    • Finally review if “Battery Saver” is active, if so; then disable it

Reporting Homeowner Issues:

If after following the previous steps the homeowner continues to experience issues, follow these steps:

Step

Action

1

  • Gather the following details from the Homeowner:

  • Customer Name

  • Email Address

  • Device Details (For Mobile App)

    • Android or IOS

    • App Version (Guide Below)

 

2

  • Go to Slack and locate the Channel named as (#Homeowner-Support) and include the following template based on the information collected above:

  • Customer Name:

    • Full Name

  • Email Address:

    • Homeowner’s Email

  • Device Details (For Mobile App)

    • Android or IOS

    • App Version

  • Steps Taken:

    • Provide detailed description of the issue and steps taken trying to resolve it

3

  • Create a Case in SalesForce and assign to the Back Office Team

    • Then Stop

Make sure to include the same template in the case feed stating as well if the issue has been posted in Slack too

 

(For Back Office Only)

 

  • Once the slack issue has been solved:

  • Email the Homeowner providing details on the resolution

    • Then Close the Case and Stop

How to Guide a User to Find App Version:

Step

Action

1

  • Open the MyEverbright app

2

  • Tap the “Person Icon” in the upper right corner to navigate to “My Account”

3

  • Locate the app version listed below the logout button (e.g. “App Version 12.15”)

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