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Client Notifications Overview
Clients, prospects, and leads can receive notifications in three ways: push notifications, email, or SMS.
Push notifications are the primary method of real-time contact, sent directly to the mobile app when a key action occurs; after the initial invite is sent, the contact will only receive push notifications—keeping you out of their email inbox and directing all communication through the app experience.
This article outlines what triggers a notification, how it is delivered, and who receives it—so you can confidently manage your client experience.
Contact (Client, Prospect, or Lead) Notification Behavior Matrix
When and how your Clients, Prospects, and Leads receive Push, Email, and SMS notifications.
Not Receiving Push Notifications?
If a contact isn’t receiving notifications as expected, you can quickly troubleshoot with them to make sure their settings are in place.
Enable notifications for your firm’s app.
Go to your phone's Settings > Notifications, find your firm’s app, and make sure notifications are allowed.
Stay logged into your firm’s app.
You must be logged in to receive notifications. If you’ve been logged out, you won’t get alerts.
You will not receive push notifications if the app is open and active on your screen.
Minimize it to stay eligible for alerts. You will receive in-app notifications if your app is active and open.
Allow background app refresh.
For consistent delivery, make sure the app is allowed to refresh in the background (in your phone’s settings).
Keep your app updated!
Ensure you’re using the latest version of the app for full notification support.
Check your device settings.
Make sure Do Not Disturb or Focus Modes aren’t blocking notifications during the day.