A new chat rings until someone answers.
What we promise is guaranteed escalation until someone acknowledges. Each unanswered chat walks a chain you define, one step at a time, and every step leaves a receipt.
Notification chain · Stripe won't connectDaniel Osei · 10:31
- 0:00Push, desktop and in-app to JonasAssigned 10:31:05 · delivered to iPhone 10:31:07Not acknowledged
- 2:00Everyone in Support, and emailFired 10:33:05 · Priya acknowledged on desktopAcknowledged 10:33:31
- 5:00Backup: Maya Okafor, push and SMSNot needed. The chain stopped at step 2.Not sent
Chain stopped for everyone. Priya Raman acknowledged on desktop at 10:33:31.From assignment to a person: 2 min 26 s.
Every notification leaves a receipt, stage by stage.
So when a chat was slow to be picked up, you can see where it stalled: the provider, the device, or the person.
- Sent10:33:05
- Accepted by provider10:33:05
- Delivered to device10:33:06
- Displayed10:33:06
- Opened10:33:24
- Acknowledged10:33:31 · Priya Raman
An honest limit: phone platforms do not tell a sender when a push arrives. "Delivered" and "displayed" are reported by our own app, on devices that report. "Acknowledged" is always recorded on our servers, and it is the only stage the chain waits for.
Each device proves it can ring before you rely on it.
The iOS and Android apps, the desktop app and the browser run a self-test. If a phone is on silent, has push turned off or is logged out, you find out from the test, not from a missed customer.
Device self-test · Jonas's iPhoneToday 09:12
Push permissionAllowed
Test pushDelivered and displayed
Sound with Focus onSilenced. Allow Gripz in Focus settings