Notifications we send - Comfort Hub handbook

Every push is written by the engine and handed to Apple for delivery to the app. A person can switch off any kind that has a name in the app’s notification preferences; a kind switched off is not sent to that person. Times are Ottawa time; the engine’s timers run in UTC, four hours ahead of Ottawa in summer.

Sent when something happens

Notification	Who gets it	What triggers it
New service appointment	the technicians on the appointment	an appointment is created with technicians on it
Appointment assigned to you	the technicians added	a technician is added to an existing appointment
Appointment rescheduled	the technicians on the appointment	the date or the arrival window changes on an appointment that is not cancelled
Appointment cancelled	the technicians on the appointment	the appointment is cancelled
Work order updated, instructions	the technicians on the work order	the work order’s notes change
Work order updated, parts and services	the technicians on the work order	a line item is added, removed, renamed, requantified or moved to another work order; one push per save, however many lines changed
A customer approved your quote	the technician who wrote the quote	the quote’s status becomes approved
New global task	every app user linked to an active technician	a task is created as global
Global task completed	every other app user linked to an active technician	a global task is completed
Timesheet submitted	the super admins	a timesheet moves to submitted
Timesheet approved, timesheet rejected	the timesheet’s owner	the timesheet is approved or rejected; the rejection carries its reason
Time off request	the super admins	a time off request is submitted
Time off approved, time off rejected	the requester	the request is approved or rejected; the rejection carries the notes
Note shared	the person it was shared with	a note is shared
Stock list shared	the person it was shared with	a stock list is shared
Team message	the other members of the thread, never the sender	a message is posted in a team thread
New text message	the app users on that phone line	a text arrives on a line
New voicemail	the app users on that phone line	a voicemail is left on a line
Missed call	the app users on that phone line	an inbound call ends unanswered, busy, failed or cancelled, and left no voicemail
Callback requested	the app users on that phone line	a caller asks to be called back
Twilio error …	the super admins	Twilio forwards an event from its error log at level error; warnings are stored and page nobody; marked time-sensitive

Sent on a timer

Notification	Who gets it	What triggers it	When
Appointment not completed	the technicians on the appointment	an appointment from the last seven days is still scheduled an hour after its arrival window ended; one push the first hour, then one a day	every hour; the daily repeat at 8:00
Task due soon	the task’s owner	a task is due within the next 24 hours and is not completed or cancelled	9:00 daily
Timesheet reminder	every app user who is not a super admin and whose timesheet for that period is missing or still a draft	the pay period’s submit-by day is tomorrow	9:00 the day before
Urgent: timesheet due now	the same people	the same day; marked time-sensitive so it breaks through focus modes	19:00 the day before
Pipeline needs attention	the super admins	at least one state of the pipeline is holding something; the body lists the states and their counts	8:40 daily
Pipeline monitor alive	the super admins	nothing; it is the weekly proof the digest above is still running	8:50 on Mondays