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Push notification is not sent

  • 25 August 2023
  • 2 replies
  • 109 views

When icluding a deeplink to the campaign, the push notification no longer works

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Best answer by Jordan 26 August 2023, 00:41

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Hey @Daniel Pacheco 👋

 

Would you mind writing in to us at win@customer.io?

 

When writing in, please include the following details:

  • Which of our mobile SDKs are you using? Please capture logs for us. Details for doing so are found in each respective SDK’s “Troubleshooting” documentation page. (example)
  • Have all of the steps to implement “rich push” been followed?
  • If you wouldn’t mind granting us support team access then please also send along the link to the specific message you’re testing with.

 

What might be going wrong:

As a heads up, we see customers frequently experiencing issues with “rich push” notifications and/or push metrics; the issue is generally related to the specific implementation of the SDK and has to be resolved with the aid of a mobile developer familiar with your application.

 

If the push integration was set up without using one of our SDKs, then the issue might be related to the custom code written to handle incoming messages; the push handler may only be able to handle “simple push” payloads. More details about the payloads sent can be found here: https://customer.io/docs/journeys/push-developer-guide/#push-ui

 

Finally, since deep links do not work out of the box, its possible that something could be wrong with that part of the integration. The SDK logs should help us identify if that is the bottleneck. 

 

We’ll be on the lookout for your email in our Support inbox. 😊

Hi Jordan, good afternoon.

Thanks a lot for the support. I think that's when we found the problem. We use push only through the webhook and not through the sdk. Thanks a lot for the feedback.

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