Push Notifications let you send real-time updates to guests without relying solely on SMS. In Waitwhile, Push is a messaging channel, like Email and SMS, that you enable per message template, so you can control when messages are sent and where guests land when they tap a notification.
When guests can receive Push Notifications
A guest can receive Push Notifications if all of the following are true:
They opt in by approving the browser permission prompt
Push is enabled in at least one Customer Message template
Waitwhile displays an online Enable notifications prompt on the Status page only when Push is supported. Push is supported on most desktop and Android browsers, but generally not supported on iOS.
Note: You can send both SMS and push notifications to customers. Push notifications are free to send (with no per-message cost).
Guest opt-in flow (Status page)
Here’s what the guest experience looks like:
The guest opens their Status page
A prompt encourages them to enable notifications (supported browsers/devices only)
The guest taps Enable
The browser shows a permission prompt
If the guest allows notifications, they are opted in and can receive Push messages
Note: If a guest previously blocked notifications, most browsers will not show the permission prompt again automatically. In these cases, the guest must re-enable notifications in their browser settings. Waitwhile displays a guide to help them do this.
Where Push is configured (Customer Messages)
Push is configured in Customer Messages as its own channel, separate from Email and SMS. For each message template, you can:
Enable or disable Push
Customize the Push title and message (depending on the template)
Configure what happens when a guest taps the notification
This allows you to add Push to your existing messaging setup without changing how templates are managed.
What happens when a guest taps a Push Notification
Each Push message can be configured with a tap destination, which determines where the guest is sent after tapping.
Available tap destinations include:
Status page
Registration flow
CSAT survey (only shown if CSAT is enabled)
No destination (tap does nothing)
Custom URL (Enterprise only)
Push and SMS delivery behavior (Enterprise only)
On Enterprise plans, you can configure SMS conditions so SMS is sent only when needed.
Available options include:
Always send SMS (default)
Only send SMS if Push is not delivered
Only send SMS if Push is not opened within 1 minute
This helps reduce SMS costs while maintaining delivery reliability.
Note: SMS fallback depends on Push delivery and open events, which can vary by device, browser, and notification settings.
Recommendations and best practices
To get the most value from Push Notifications:
Enable Push for high-impact updates
Examples include: “You’re up next,” “It’s your turn,” or key booking reminders.Keep Push messages short and clear
Guests should understand the update at a glance, especially on mobile.Match the tap destination to the message
Use the Status page for visit updates, and Registration or CSAT when you want guests to take action.Encourage opt-in from confirmation messages
Add a link to the guest’s Status page in confirmation Email or SMS with copy such as:
“Enable push notifications”
This gives guests a clear path to opt in push notifications.Enterprise plans: use SMS fallback strategically
Start with Only send SMS if Push is not opened within 1 minute, then adjust based on your needs.Monitor performance in Analytics
View Push delivery data under Analytics → Messages → Message details.
Troubleshooting checklist
If Push Notifications aren’t working as expected, check the following:
Is Push enabled in the message template?
Is the guest using a supported browser or device?
Did the guest allow notifications (not Block)?
(Enterprise) Is the correct SMS condition selected, and have both Push-delivered and Push-not-delivered scenarios been tested?
Note: If a push notification can’t be delivered, an error message will appear in the UI. There are several reasons delivery may fail, and you can learn more in the related Firebase post:
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com