Push notifications create new engagement opportunities with visitors by sending them messages on their mobile devices even when they may not be on your business' mobile app. For example, previously, if a customer and an agent were in a conversation on your app and the customer had to move away from the app, the agent would not be able to continue the conversation. With push notifications, the agent can re-engage or continue the conversation with the customer even when they are not within the app.
We're excited to provide enhancements to the Chat mobile SDKs that will provide you support for push notifications and a longer session lifecycle for visitors.
Both of these capabilities will be available with the latest versions of the SDKs starting today.
With the latest versions of the Android and iOS SDK, you can now enable push notifications for visitors through your app so they can receive messages from agents in the following situations:
- When the app is open, but running in the background for the end-user
- When the SDK is disconnected
This update will enable your support team to engage with visitors even when they are not on your business' app and increase the likelihood of customers returning to chat conversations inside your app.
“When speaking to the Deliveroo customer service team via live chat, we send push notifications to let the customer know when an advisor has replied, enabling a more efficient conversation which ultimately resolves the query quicker. This is a great way for us to communicate and provide information to our customers.” - Jack Tilley, Product Marketing Manager, Deliveroo
To simplify the integration and management of push notifications, the Chat product will handle the notifications for you and you will not need to use webhooks or a 3rd party push notification provider.
To provide your app's FCM (Firebase) server key for Android or a combined PEM file for iOS, please follow the instructions here.
On previous versions of the Chat mobile SDK, the visitor's session would timeout after five minutes of inactivity.
With the latest version of the SDK, the session will terminate after any of the following conditions:
- There has been no activity on the chat for 1 hour
- The visitor has been disconnected for an hour
- The agent ends the chat, at which point the session disconnect timeout is reset to 5 minutes
- The visitor ends the chat at which time the session immediately terminates
To use push notifications with the Chat mobile SDKs, the account needs to be on a paying Chat plan.
Lite customers can use the Chat mobile SDK, but will not have the push notification functionality available until they upgrade to a paying plan.
If you are interested in enabling push notifications for the Chat mobile SDKs, you can look at the following guide.