Channels

How to manage news, push notifications, and support.

The Channels section manages customer and partner communication through news articles, push notifications, and support interactions.

News articles

You can create and manage news articles to share updates, announcements, and important information with your customers and partners. These news articles are shown in the Private App in the “News” section, and in the main dashboard in the Professional Hub. News articles are shared by default with anyone who has access to any of your vehicles.

Professional partners can add their own news articles, which will then be visible to their customers in the Private App and to you in the Professional Hub.

Clicking on an article opens its details view, where you can edit the article’s content, tags and images. Use the tags to categorize articles (e.g., “Maintenance”, “Product Updates”, “Safety Alerts”). For the article content, you can use Markdown formatting.

The preview on the right shows how the article will look in any of the apps. For convenience, you can directly “Create a push notification” from the article view to notify customers about important news.

Push notifications

Using push notifications, you can send targeted messages directly to your customers’ devices.

Currently, you can only send push notifications to all your customers at the same time. In future releases, more granular targeting options will be available.

To create a new push notification, click the “Create push notification” button.

A push message consists of a short title, and a longer message body. Make sure you keep these concise, as they will be displayed in the notification tray of the mobile devices.

In the details tab, you can see how many customers your push notification will reach, and upon sending it to how many devices it was successfully delivered.

Push notification delivery depends on various factors outside of your control, such as device settings, network availability, etc. Therefore, not all devices may receive the notification, and delays may occur.

Support

The support tab provides a centralized interface to manage customer support requests and interactions. Support is centered around tickets and chats. Tickets are used to group issues of a customer, and may have a chat associated with them (for easier and more real-time communication).

Clicking on a ticket opens its details view, where you can see all relevant information about the issue, its status, and the associated chat (if any).

Clicking on the vehicle, user, or chat takes you directly to the respective vehicle details view, user details view, or chat view. In the chat view, you can see the entire conversation history and respond to customer messages.

Note that depending on your organization’s support settings, tickets may be managed by your partners, or the opening of tickets by customers is restricted.