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  • 1.  Android Messenger SDK issues for Notifications and tracking Outgoing Element

    Posted 25 days ago

    We are integrating the android mobile messenger sdk in our app and found two issues if the team can help to approach these issues:

    1. To show in app notifications when the user has minimized the chat window, we are using `ChatEventListener` and checking for the IncomingElement type and based on the chat status(MINIMIZED/EXPANDED) we show notification to the user. We have observed that when the user has minimized the app or the device is locked when there is an active chat, the agent is not able to send the message. It shows a warning symbol says message not delivered. Only when user opens the app and open the chat window we see the message delivered and user can see the new message. We tried implementing the firebase notifications service similar to the sample app code by using ChatPushNotificationIntegration.setPushToken(context, token, messengerAccount) but we dont see any notifications. Can someone help what are we missing here?
    2. We need to track when the user sends out any messages to the agent to track user interactions. We tried using OutgoingElement in the listener but didnt see any events triggered for outgoing elements. Also we see the incoming and outgoing elements deprecated. What is the new approach to acheive this?

    We are using the below sdks: and the sdk_version is 1.19.1.

    api "com.genesys.cloud:core:$genesys_chat_sdk_version"
    api "com.genesys.cloud:chatintegration:$genesys_chat_sdk_version"
    api "com.genesys.cloud:ui:$genesys_chat_sdk_version"

    #MobileMessenger

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    Sai Vamsee Pinapaka
    Android Engineer
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  • 2.  RE: Android Messenger SDK issues for Notifications and tracking Outgoing Element

    Posted 21 days ago

    Hi Sai,
    Thanks for bringing it to our attention. 
    Did you integrated push notifications service according to this documentation page: https://developer.genesys.cloud/commdigital/digital/webmessaging/mobile-messaging/messenger-mobile-sdk/android/push-notifications


    @Szabolcs Szakacs Can you assit Sai with his questions?



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    Anton Afanasiev
    Manager, Mobile Development
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    Original Message


  • 3.  RE: Android Messenger SDK issues for Notifications and tracking Outgoing Element

    Posted 18 days ago

    Hi Sai, Anton,

    1. Regarding Push Notifications I also suggest to go through our documentation. Thank you Anton for referring that.
      Some info about it:
      • After you registered sucessfully (by calling setPushToken()) you don't have to be connected to the session. App can even be killed, Push have to be delivered.
        • Side note: If you are connected to the chat and receiving the message, push won't be sent.
      • On agent side first you should see the warning about message cannot be delivered. After being this state for 30-60 seconds, message (only then) will be sent as push notification.
    2. Regarding the listener you are using this is the expected behaviour. We send notifications only about incoming messages. If you need the support of outgoing messages, you should discuss it with our product. Deprecation: we will make it more clear in version 2.0.0, but basically you are using it good.

    For further questions, concerns feel free to ask.

    Best regards,
    Szabolcs Szakacs
    Sr. Software Engineer, Android



      ------------------------------
      Szabolcs Szakacs
      Senior Mobile Software Engineer - Android
      ------------------------------

      Original Message


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