Getting alerts as push notifications on your phone and desktop

Push notifications bring your Customer Alliance alerts to your phone's lock screen or your computer's desktop, even when Customer Alliance is closed.
When a guest gives a low score in an in-stay survey, your front desk team can know about it while the guest is still in the hotel.

You don't need to download anything from an app store. Save Customer Alliance as an app icon on your device, then turn on push notifications in your settings. This guide covers both steps, what a notification shows, and how to manage notifications day to day.

Before you start

Push notifications send the alerts from your alert rules. Check these points first:

The rule sends In-app. A rule sends push notifications when In-app is one of its Notification Channels. A rule that sends only Email sends no push notifications. You can check this on the Alerts page, in the Alert Rules tab. To set up a rule, see Setting Up Review Alerts and Notification Rules.
The alert type is active. An account admin can turn alert types on and off for the whole account in Alerts → Settings → Enabled alert types.
You can access the property. An alert reaches everyone on your team who has access to the property the rule covers. You don't need to be named on the rule.
Your device is supported. On iPhone and iPad, you need iOS or iPadOS 16.4 or later. On a computer or an Android phone, use a current version of Chrome, Edge, Firefox or Safari.

Push notifications are set per device. Turn them on separately on each phone, tablet or computer where you want alerts.

Step 1: Save Customer Alliance as an app icon

Saving Customer Alliance as an app puts the Customer Alliance logo on your home screen, Dock or taskbar. The app opens on your Dashboard in its own window, without browser bars.

On iPhone and iPad this step is required for push notifications. On Android phones and computers it is optional: push notifications also work in the browser. Saving the app still makes Customer Alliance quicker to open.

iPhone and iPad

Open Safari and sign in to Customer Alliance at app.customer-alliance.com. Stay on the Dashboard.
Tap the Share button (a square with an arrow pointing up). If you don't see it, tap ⋯ first.
Tap Add to Home Screen. You may need to scroll down or tap View More to find it.
If you see Open as Web App, leave it on.
Keep the name Customer Alliance and tap Add.
Open Customer Alliance from the new icon on your Home Screen and sign in. The app keeps its own sign-in, separate from Safari, so you sign in once more.

Android

Open Chrome and sign in to Customer Alliance. Stay on the Dashboard.
Tap the menu (⋮) in the top-right corner.
Tap Add to Home screen or Install app, then tap Install.
Open Customer Alliance from your home screen or app drawer.

Mac and Windows: Chrome or Edge

Sign in to Customer Alliance and stay on the Dashboard.
Select the Install icon at the right end of the address bar.
If you don't see the icon:
- In Chrome, open the menu (⋮), then select Cast, save and share → Install page as app.
- In Edge, open the menu (⋯), then select Apps → Install this site as an app.
Select Install. Customer Alliance opens in its own window and appears with your other apps.

Mac: Safari

Sign in to Customer Alliance and stay on the Dashboard.
In the menu bar, select File → Add to Dock. This needs macOS Sonoma (14) or later.
Select Add. Customer Alliance appears in your Dock.

Each device has one Customer Alliance app, and it always opens on the Dashboard. You can switch properties inside the app, just as you do in the browser.

Step 2: Turn on push notifications on this device

Open Customer Alliance on the device where you want alerts. On iPhone and iPad, open it from the Home Screen icon, not from Safari.
Go to Settings → Notifications.
In Delivery Preferences, find Push notifications: “Get alerts on this device, even when the app is closed”.
Turn on the switch.
When your device asks whether Customer Alliance may send notifications, select Allow.

The switch stays on, and alerts now reach this device. Repeat these steps on each device where you want alerts.

Customer Alliance asks for permission only when you turn on the switch, never when you just open the page.

Instead of the switch, you may see one of these messages:

Message	What to do
Add Customer Alliance to your Home Screen to get push notifications on this device.	You opened Customer Alliance in Safari on an iPhone or iPad. Complete Step 1, then open the app from its Home Screen icon.
Notifications are blocked for this site in your browser settings.	Notifications were declined earlier. See Notifications are blocked under Troubleshooting.

If you don't see Push notifications at all, your browser or device doesn't support them. Update your device or use one of the browsers listed in Before you start.

What a notification shows

Each notification shows the name of the alert rule as its title and the alert as its text. The text is in your own language, or in your account's default language if you haven't chosen one.

Alert rule type	Example text	Opens
Negative review	New 2-star review	The review in the Review Inbox
New survey response	New 3-star survey response	The response in the Review Inbox
Actionable issue	Housekeeping issue (severity: High)	The review in the Review Inbox
Portal score drop	Portal score dropped 6% over the last 30 days (4.5★ → 4.2★)	Analytics
NPS drop	NPS dropped by 8 points over the last 30 days (42 → 34)	Analytics, Surveys tab

Guest comments never appear on your lock screen. Actionable issue notifications show only the issue category and severity. Open the alert in Customer Alliance to read what the guest wrote.

Tap or click a notification to open the related page in Customer Alliance. If Customer Alliance is already open, it uses that window instead of opening a new one.

Every alert also stays in Alerts → Alert History, and in the notification bell if you have In-app notifications turned on.

Managing push notifications

You manage push notifications in Settings → Notifications. Your settings apply to you only; your colleagues keep their own.

Quiet hours and snooze

Quiet hours: turn on Quiet hours and set a daily window with From and To, for example 22:00 to 07:00. The times use your account's time zone.
Snooze: under Snooze all emails and push, select 1 day, 3 days or 7 days. To end a snooze early, select Resume now.

During quiet hours or a snooze, push notifications are not sent, and they are not sent later either. Alert emails wait for your next digest. In-app notifications and the Alerts page always show every alert, so you can catch up when you're back.

The Email digest setting affects emails only. With a daily or weekly digest, push notifications still arrive as each alert happens.

Other notification settings

The In-app notifications and Email notifications switches don't affect push notifications. You can turn off alert emails and keep push notifications on your phone, or the other way round.

Turning push notifications off

Turn off the Push notifications switch on the device where you no longer want alerts. Other devices keep receiving them. To stop push notifications on a device you don't have with you, change your password. This pauses them on every device except the one you use to change it.

Signing out, passwords and shared computers

Signing out removes push notifications from that device. To receive them there again, sign in and turn the switch back on.
If your sign-in expires, push notifications pause on that device. You receive one notification: “Sign in again to keep getting alerts on this device.” Sign in, and they resume on their own.
Changing your password pauses push notifications on your other devices. They resume when you sign in again on each device.
On a shared computer, such as the front desk PC, push notifications belong to the person who turned them on. When a colleague signs in on the same browser, your push notifications are removed from it, so they never see your alerts.

Each person can receive push notifications on up to 10 devices. If you turn them on for an 11th device, the device you have used least recently stops receiving them.

Troubleshooting

Notifications are blocked

You see “Notifications are blocked for this site in your browser settings” when notifications for Customer Alliance were declined earlier. Allow them again in your device or browser settings:

iPhone and iPad: open the Settings app → Notifications → Customer Alliance, and turn on Allow Notifications.
Android: touch and hold the Customer Alliance icon, select App info → Notifications, and allow them. In Chrome without the app, open ⋮ → Settings → Site settings → Notifications and allow app.customer-alliance.com.
Chrome or Edge on a computer: select the icon to the left of the web address, open the site's permissions, and set Notifications to Allow.
Safari on a Mac: select Safari → Settings → Websites → Notifications, and set app.customer-alliance.com to Allow. For the app in your Dock, open System Settings → Notifications → Customer Alliance.
Firefox: select the icon to the left of the web address and remove the block on notifications.

Then reload Customer Alliance, or close and reopen the app, and turn on Push notifications again.

Push notifications are on, but nothing arrives

Check that the alert rule has In-app as a notification channel, and that you have access to its property.
Check Quiet hours and Snooze in Settings → Notifications.
Check your device's Focus or Do Not Disturb mode.
On a computer, check that your operating system allows notifications from your browser: System Settings → Notifications on a Mac, or Settings → System → Notifications in Windows.
Open Customer Alliance on the device. If it asks you to sign in, sign in: push notifications resume.
Turn the Push notifications switch off and on again.

“Couldn't turn push notifications on. Try again.”

Check your internet connection, reload the page and try again. If the message keeps appearing, contact our support team.

Do I need to keep Customer Alliance open?

No. Notifications arrive when Customer Alliance is closed. On a computer, if your browser is fully closed, they appear the next time you open it.

Is there a Customer Alliance app in the App Store or Google Play?

No. The app you save in Step 1 is the Customer Alliance app. It always shows the latest version, so there are no updates to install.