I have the script on my web site and mobile app, and I am identifying people, but I noticed that no in-app messages I send are being received. They say “Sent” but they are not showing up. I’m struggling to understand what I’m doing wrong.
In-App Message Issue: The status of my messages are “Sent”, but the message never show up in my app.
Best answer by Maddie
Hello
I’m very happy to help here!
If all of the setup steps have been followed (our mobile or web SDK is initialised and you're identifying a profile with our SDK), your in-app messages are likely not arriving due to a misalignment with the target audience (the To:
field in your in-app message composer) as mentioned here.
Here's a little breakdown of how the identify
call works in our SDK, and how that correlates to the target audience:
In single-identifier (id
only) workspaces The identify
call will always be assigning a value to the id
profile attribute. So your target audience should be {{ customer.id }}
.
In multi-identifier (id
and email
) workspaces The syntax of your identify
call matters:
- On our mobile SDKs... When you pass an email address in the
identifier
argument of theidentify
function (like so —CustomerIO.shared.identify(identifier: "email@example.com")
), your target audience should be set to{{ customer.email }}
, otherwise, if it is not an email address, your target audience should be set to{{ customer.id }}
- On the web SDK... When your identify call looks like this
_cio.identify({email:"email@example.com"})
it's not actually reaching Customer.io because the function is incorrectly formatted. If we correct the syntax to_cio.identify({id:"email@example.com"})
then your target audience should be set tocustomer.email
, otherwise. If you make a call like this_cio.identify({id:"abc123", email: "email@example.com"})
then your target audience should be set to{{ customer.id }}
(using{{ customer.email }}
will not work here).
So, you may need to look over your implementation of our SDKs to see how you're currently identifying your customers with our SDK, and then set the target audience accordingly.
Please come back if you need anything clarified or have further questions! :)
- Maddie
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