Inbound PUSH Request Notifications

If you don't know already, PUSH is interactive. It enables your clients and their employees to text your PUSH phone number with specific "request codes" which the system can automatically respond to. This is a handy little tool for the business owner or employee who routinely deletes their incoming text messages after reading them only to realize they forget the amount they were sent. Rather than picking up the phone to bother you, they have the convenience of PUSH's interactive text messaging at their finger tips.
 

Built-In Request Codes PUSH Responds To

Within PUSH, there's a handful of codes in which automated responses can be generated. These include:
  • CASH - PUSH will respond to the recipient with the most recent payroll liability amount sent as a PUSH text message alert
  • PAY - PUSH will respond to the employee with their most recent net pay and direct deposit alert sent through PUSH
Let's look at an example where this comes in handy: business owner Jane receives a PUSH alert with her total payroll liability amount immediately after every payroll processes. Jane is always on the go so it's a great way to ensure her bank account is funded appropriately. She knows when she's back into the office, she'll check the bank account to verify.

Like most, Jane receives numerous texts a day and sometimes decides to purge her text message history. One day she did this before getting back to the office to verify her bank account balance. Rather than fumbling through reports or worse yet, contacting her payroll company, Jane simply texts the word "CASH" to her payroll company's text message phone number and voila, the total payroll liability amount is immediately sent back to her. This is such a time saver!

What Happens When the Incoming Text Message is Not a Valid PUSH Request Code

We know sometimes clients can get confused and text your PUSH phone numbers with other requests. Some of these are legitimate payroll needs while others look to be sent to the wrong phone number (boy have we seen some interesting ones through the years).

Until now, our Shugo support team would receive notification of any invalid request sent to your PUSH text message number. We'd take each request and conduct look-ups to find which payroll company the request was for and who the incoming text was from. Next, we'd email you the request so you could respond appropriately. As PUSH grows in popularity, we realize this wasn't the best use of our team so we've now automated the notification process to you.

The 411 of Invalid PUSH Requests Notifications

The look-up process identified above is now automated. Any time an invalid inbound request is made to your PUSH text message phone number, your FGX administrator email address will immediately receive a notification with the details. Here's a sample of that notification:

Let's break down each section of this email notification below.
 

Header



The header is just a simple introduction sharing that an invalid inbound PUSH request was made to your text message phone number.

Inbound Request



The inbound request area will provide you with detail on who made the request and the specific text message they sent. If applicable, PUSH will locate the specific client or employee mapped to the incoming text message. The example above shows a situation where a match to a specific client or employee could not be made. If a match could be made based on the incoming phone number, the client and/or employee information will be displayed.

Automated Response PUSH Sent Back



Even if inbound request doesn't contain a standard request code, PUSH will still send an automated request back to the requester. This message they receive will vary based on a number of factors but below is a sampling of what will be sent.
  • "We're sorry, we can't find any information matching your request. Please contact payroll support for additional help." - sent when PUSH can't find a matching client or employee based on the incoming phone number.
  • "Please text a valid PUSH request code. If you need additional help please contact payroll support." - sent when the incoming request is empty (basically you receive a blank text message)
  • "We're sorry, we can't find a PUSH subscription matching your request. Please contact payroll support for additional help." - sent when the incoming request is a valid PUSH request code but there's no matching PUSH subscription based on the request code and incoming phone number. For example, say the incoming phone number is tied to an employee of a client and they requested "CASH". Since they're not setup with the payroll liability/cash requirement alert, a match could not be made.
  • "Multiple PUSH subscriptions were found matching your request. Append your desired company code to your request. Ex: CASH ABC" - sent when the incoming request contains a valid request code but the incoming phone number is receiving alerts for multiple companies. An example would be a business owner receive total liability alerts for three businesses they own. Without appending the client code of the business they'd like the alert one, PUSH doesn't know which one to automatically respond with.

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