Objectives
The goal is to correctly configure these three (3) key aspects of Notifications for iOS devices. The three key sections include:
Section 1: Lock Screen Notifications
Section 2: Customize Notification Sound and Volume (Regular, Urgent, STAT)
Section 3 (Optional): Check your Apple Watch Configuration for Hypercare Notifications
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Section 1: Lock Screen Notifications
If you DO seeing this pop-up and can't get rid of it:
Tap on the Open Settings button.
Tap on Notifications.
This will take you to your phone’s Notifications page specifically for Hypercare.
If you DON’T see the pop-up but want to change your notification settings:
Tap on your iPhone Settings app. Tap on Notifications.
Scroll down the list of apps until you see Hypercare and tap on it.
This will also take you to your phone’s Notifications page specifically for Hypercare.
Make sure all toggles are turned ON like the screenshot below.
1.A - When Unlocked (Default)
Under Lock Screen Appearance, tap on Show Previews.
Set this to When Unlocked (Default).
This will ensure that notifications will come through to your phone reliably and that other people won't be able to see your message content on your lock screen.
1.B - Always a.k.a Unmasking Notifications
Unmasking notifications is a feature that allows you to preview the contents of messages in the lock screen notifications. It depends on your organization if this feature will be enabled.
NOTE: If the pop-up keeps appearing, it’s because unmasking isn’t allowed for your organization. Set it to “When Unlocked” by following the steps in 1.A
Under Lock Screen Appearance, tap on Show Previews.
Set this to Always.
This will ensure that your lock screen notifications are now unmasked.
Section 2: Customize Notification Sound and Volume (Regular, Urgent, STAT)
To customize reminders, notification sounds, and volume for your Hypercare notifications, this can be done through the Hypercare app.
Open your Hypercare app. Tap on Settings (gear icon in bottom left corner). Tap on Notification Settings.
Under General Messages, tap into Sound. The default sound for general messages is Alert, but you can choose from the list of options.
NOTE: The volume for General messages are directly tied to your phone's volume for default notifications. You can adjust it by adjusting your ringer volume.
Under Urgent Messages, tap into Sound. The default sound for general messages is URGENT tone, but you can choose from the list of options. You can also adjust the volume by using the slider here.
Under STAT Messages, tap into Sound. The default sound for general messages is STAT tone (3 seconds), but you can choose from the list of options. You can also adjust the volume by using the slider here.
Section 3 (Optional): Check your Apple Watch Configuration for Hypercare Notifications
If you are wearing an Apple Watch that is paired with your device, the notification sounds will automatically default to the watch. You can turn off notifications to the Apple Watch in order to hear the tones on your phone, which will be much louder.
Still having issues?
Contact Support at support@hypercare.com or 1 (877) 379-3533.
Objectives
The goal is to correctly configure all four (4) key sections of the Notification Settings page within the Hypercare app. The four key sections include:
Section 1: Notifications
Section 3: Urgent Notifications
Section 4: Other Notifications
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Navigating to the Notification Settings Page
There are two (2) main flows to reach the Notification Settings page once you have opened the Hypercare app.
- If you DO see a yellow banner at the top of the screen like in the image below, tap Update Settings. This will take you to Hypercare’s in-app Notification Settings page.
- If you DON’T see the yellow banner, you can follow this flow instead: Tap on Settings and then tap on Notification Settings. This will also take you to Hypercare’s in-app Notification Settings page.
Section 1: Notifications
Under Notifications, there are 3 subsections to configure:
1.A - System Notification Settings
- If you see “System notifications are enabled” and a checkmark here, you can skip to 1.B
- If you see “System notifications are disabled” with a warning symbol, tap on System Notification Settings.
- It will take you to your phone’s global system settings page. Check that the master toggle for "All Hypercare notifications" is ON. When you go back, you should now see “Notifications are enabled” and a checkmark.
1.B - Let Hypercare Run in Background
- If you see "App is able to run in the background" and a checkmark here, you can skip to 1.C
- If you see "App is not able to run the background. You may miss notifications" or “Battery Optimization is enabled” with a warning symbol, tap on Let Hypercare Run in Background.
- A popup will appear asking either one of the following: “Let app always run in the background” or “Stop/ignore battery optimization”. Tap ALLOW.
- You should now see "App is able to run in the background" or “Battery Optimization is disabled” and a checkmark.
1.C - Lock Screen Message Preview
- Tap on Lock Screen Message Preview. A popup will appear asking you to “Protect message privacy on your lock screen”. Tap on Review/Open Notification Settings.
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It will take you to the phone's notification settings page, specifically for Hypercare. You should see options listed including “General Notifications”, “In-app Notifications”, “Stat Notifications”, “Urgent Notifications.”
- NOTE: If you do not see these right away, check to see if there is an option to click Other and then click Notification Categories to see these options.
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Follow the steps below:
- Tap on General Notifications
- Tap on Lock Screen or Lock screen Notifications
- Select the option about hiding contents - i.e. “Hide Content” or “Show only when unlocked” or “Show but hide contents”.
- Go back and repeat the same steps again for: In-App Notifications, Urgent Notifications, Stat Notifications
Section 2: Section 2: Stat Notifications
Under Stat Notifications, there are 4 subsections to configure:
2.A - Notification Settings (Stat)
- If you want to customize the sound or vibration specifically for Stat notifications, you can tap on Notification Settings.
- NOTE: If you change the sound to something other than the default Hypercare sound, you will not be able to restore to the default sound unless you delete and reinstall the app.
- If you want to leave it as the default Hypercare sound for Stat notifications, you can skip to 2.B
2.B - Override System Volume
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If you see this is disabled, you can tap to enable it.
- A popup will appear asking “Enable DND access”, tap OK.
- It will take you to the phone's global DND access page with a list of apps. Locate Hypercare in the list and toggle ON.
- A popup will appear asking “Allow access to DND”, tap ALLOW.
- When you go back, you should see that Override System Volume is now enabled and there is a slider to adjust volume as needed.
2.C - Sound Looping
Sound looping is enabled by default for Stat notifications and cannot be changed inside the Hypercare app. Tapping on this button does nothing.
2.D - Override DND
- Tap on Override Do Not Disturb. A pop-up will appear saying “Allow Notifications during Do Not Disturb for Stat Notifications”. Tap on Open Notification Settings.
- It will take you to the phone's notification settings page, specifically for Hypercare. Toggle ON the option to either “Allow Interruptions”, “Ignore/Override DND”, or “Bypass Do Not Disturb” (the wording may vary depending on your device).
- You will now see “Stat alerts can bypass DND” and a checkmark in this subsection.
Section 3: Urgent Notifications
Under Urgent Notifications, there are 4 subsections to configure:
3.A - Notification Settings (Urgent)
- If you want to customize the sound or vibration specifically for Urgent notifications, you can tap on Notification Settings.
- NOTE: If you change the sound to something other than the default Hypercare Urgent sound, you will not be able to restore to the default sound unless you delete and reinstall the app.
- If you want to leave it as the default Hypercare sound for Urgent notifications, you can skip to 3.B
3.B - Override System Volume
- If you see this is disabled, tap to enable.
- Override System Volume is now enabled and there is a slider to adjust volume as needed.
3.C - Sound Looping
- Tap on the checkbox to enable for Urgent notifications. Once enabled, Urgent Notifications will continue playing until you open the message or tap the notification.
3.D - Override DND
- Tap on Override Do Not Disturb. A pop-up will appear saying “Allow Notifications during Do Not Disturb for Urgent Notifications”. Tap on Open Notification Settings
- It will take you to the phone's notification settings page, specifically for Hypercare. Toggle ON the option to either “Allow Interruptions”, “Ignore/Override DND”, or “Bypass Do Not Disturb” (the wording may vary depending on your device).
- You will now see “Urgent alerts can bypass DND” and a checkmark in this subsection
Section 4: Other Notifications
Under Other Notifications, there are 4 subsections to configure:
4.A - Guaranteed Emergency Calls
- Tap on Guaranteed Emergency Calls. A pop-up will appear saying “Contacts Access for one, reason only”, explaining how android only allows DND overrides for starred contacts and so we need contact access to add our Hypercare On-Call Bot phone number to mark it as a favourite. Tap OK.
- A pop-up will appear saying “Allow Hypercare to access your contacts”. Tap ALLOW.
- Guaranteed Emergency Calls are now enabled with a checkmark.
- Once enabled, if you were to go to your Contacts list on your phone, you should be able to search and find “Hypercare On-Call Bot” as a contact.
4.B - Receive Safeguard Notifications
- Safeguard notifications are disabled by default. They are a feature that allows you to receive Hypercare notifications through alternate channels (email or SMS to your phone number) in case they do not successfully get sent to your mobile device.
- To learn more about Safeguard notifications and instructions for setup, please click here.
4.C - Auto Clear Notifications
- Auto clear notifications are disabled by default. When enabled, all app notification banners are automatically cleared from the notification drawer when you launch the Hypercare app. Tap the checkbox to enable auto clear notifications.
4.D - General Notifications
- Usually there are no changes needed to be made here.
- Tapping into this subsection will take you to the phone's General Notifications setting page where changes can be made to sound and vibration.
- You can also allow Regular notifications to bypass DND if desired.
Still having issues?
Contact Support at support@hypercare.com or 1 (877) 379-3533.
Objectives
In most cases, notifications should already be set up, but if you’re NOT receiving Hypercare notifications on your computer, follow these steps below depending on your browser:
NOTE: browsing in Incognito (Google Chrome) or InPrivate (Microsoft Edge) will NOT allow notifications regardless of configuration settings; you MUST be in a regular browser window.
Google Chrome
A) Using Site Settings
With the Google Chrome browser open, locate the three vertical dots (⋮) icon in the top right corner of the screen. Click on this icon, this will open up a drop-down menu. From the drop down menu, click on Settings. This will open Settings in a new tab.
From the left sidebar, click on Privacy and Security.
Under Privacy and Security, click on Site Settings.
Scroll down until you see Permissions. Under Permissions, click on Notifications.
Scroll down until you see Allowed to send notifications. Click the Add button.
Type https://app.hypercare.com into the text box. Click Add.
You will now see https://app.hypercare.com under the Allowed to send notifications category.
Click into the https://app.hypercare.com line, this will take you to the Google Chrome Site Settings page for Hypercare.
B) Using Browser Address Bar
To check or manage notifications while visiting Hypercare, follow the steps below:
With the Google Chrome browser open, navigate to any page within Hypercare.
Click View site information (slider icon) to the left of your address bar, this will open up a drop-down menu. From this menu, click on Site Settings.This will also take you to the Google Chrome Site Settings page for Hypercare.
Customizing Notifications & Sounds
Once notifications are set up, you are able to customize them to receive only visual notifications, sound notifications, or both. This is all done in the Google Chrome Site Settings page for Hypercare. On this page, under Permissions, there are two main categories to look for: Notifications and Sound.
Notifications
This will visually alert you when there is a new notification. If you want to receive these, make sure Allow is selected here; otherwise select Block.
Sound
This will audibly alert you when there is a new notification via a sound. If you want to receive these, make sure Allow is selected here; otherwise select Block.
NOTE: A quick check to see if a site is muted or unmuted is to right click on the tab itself. This will open a dropdown menu with an option to “Mute Site” or “Unmute Site”, depending on what state the site is currently in.
Microsoft Edge
A) Using Site Settings
With the Microsoft Edge browser open, locate the three horizontal dots (...) icon in the top right corner of the screen. Click this icon, this will open up a drop-down menu. From the drop down menu, click on Settings. This will open Settings in a new tab.
From the left sidebar, click on Privacy, search and services.
Under Privacy, search and services, click on Site Permissions.
Under Site Permissions, click on All Permissions.
Under All Permissions, click on Notifications.
Scroll down until you see Allowed to send notifications. Click the Add Site button.
Type https://app.hypercare.com into the text box. Click Add.
You will now see https://app.hypercare.com under the Allowed to send notifications category.
B) Using Browser Address Bar
To check or manage notifications while visiting Hypercare, follow the steps below:
Click View site information (lock icon) to the left of your address bar, this will open up a drop-down menu. From this menu, click on Permissions for this site.
This will take you to the Microsoft Edge Settings page for Hypercare.
This will take you to the Microsoft Edge Settings page for Hypercare. From here, you can customize notifications following the steps below.
Customizing Notifications & Sounds
Once notifications are set up, you are able to customize them in the Microsoft Edge Settings page for Hypercare.
Notifications
This will visually alert you when there is a new notification. If you want to receive these, make sure Allow is selected here; otherwise select Block.
Sound
Sounds need to be configured through Windows Settings from your computer.
Go to Windows Settings > System > Notifications, select Edge, and toggle ON "Play a sound when a notification arrives"
NOTE: A quick check to see if a site is muted or unmuted is to right click on the tab itself. This will open a dropdown menu with an option to “Mute Site” or “Unmute Site”, depending on what state the site is currently in.
Still having issues?
Contact Support at support@hypercare.com or 1 (877) 379-3533.