Proactive messages for the mobile SDK

The same idea inside your app, built on the same page in Admin Center, with a smaller set of conditions to aim it with.

The same idea inside your app, built on the same page in Admin Center, with a smaller set of conditions to aim it with.

Create one

1. Make sure the Zendesk SDK is in your app and the mobile channel is configured. Agent Workspace and messaging have to be on.
2. Open Admin Center, then Channels, then Messaging and social, then Proactive messages.
3. Click Create proactive message, name it, and select the brand and the mobile SDK channel. One message runs on one channel.
4. Write the message and choose the response: Agent hands the customer to a person after a follow-up message, AI agent replies with an answer from a published AI agent in the same brand.
5. Set the rules, then choose when it may be sent and how often.
6. Click Publish.

Where it appears

Above the messaging launcher button, the same as on the web. The customer reads one line, and the conversation opens when they tap it. Nothing is delivered to a closed app: the conditions are checked while the customer is on a screen.

What you can aim it with

Page URL takes the screen name on a mobile device, and Page title takes the screen title. Visit history separates New user from Returning user, and Language reads the device's language setting. Business metadata is the one object the mobile channel does not get; it is Web Widget only.

The event is the customer opening a screen or having been on it for a length of time you set in Minutes and Seconds.

Rules worth keeping to

• Only when it is useful to them, not when it is convenient for you.
• Only during business hours, which is a setting on the message once the channel has a schedule.
• Rarely. Once per customer, rather than Every time the conditions are met.
• Never promotional. A support channel used for marketing loses its credibility for support.

Where it stops

You can create up to 140 proactive messages across the account. None of them reach a customer who is already in an active conversation, and only the Web Widget and mobile SDK channels support them at all.

Test on a real device

Install a build, meet your own conditions, and see whether the message reads as help or as an advertisement. That is the judgement the simulator will not make for you.

See also

• Proactive messages for the Web Widget
• Designing your conversation flow