Proactive messages for the mobile SDK

The same idea inside your app, with one difference that matters: a push notification reaches somebody who is not there.

The same idea inside your app, with one difference that matters: a push notification reaches somebody who is not there.

Create one

1. Make sure the Zendesk SDK is in your app and messaging is configured.
2. Open the messaging channel settings in Admin Center.
3. Create a proactive message for the mobile channel.
4. Set the conditions, including which screens and which users.
5. Publish and watch the response.

The difference from the web

A message on your website is seen by somebody already looking at it. A message to an app can arrive as a push notification on a phone in somebody's pocket, at whatever hour you sent it.

That makes the bar considerably higher. A web message that is mildly irritating is ignored; a push notification that is mildly irritating gets your app's notifications switched off permanently.

Rules worth keeping to

• Only when it is useful to them, not when it is convenient for you.
• Not out of hours, in their time zone.
• Rarely. Once per user per situation, not once per session.
• Never promotional. A support channel used for marketing loses its credibility for support.

Test on a real device

The simulator does not show you what a notification feels like at nine in the evening. Send one to yourself and see whether you would welcome it.

See also

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