Push notifications

Push notifications regarding new messages are sent to participants when a person or a bot sends a new message to a conversation (system messages are ignored). More specifically, a participant is sent a push notification if:

If a participant receives multiple messages in short succession, they will not receive a notification for each new message. They will only be notified of the last message they received.

For secondary agents and visitors, you can specify when they should be informed of new messages in a conversation with the configuration properties com.unblu.conversation.notification.secondaryAgentNotificationRule and com.unblu.conversation.notification.secondaryVisitorNotificationRule, respectively.

Unblu maintains a count of the "new message" notifications that a participant has received in each conversation they are participating in. The count is reduced when the participant reads one of the new messages. Once the notification count for a conversation reaches 0 — that is, when the participant no longer has any unread new messages --, Unblu sends a "read message" push notification.

"Read message" push notifications are not meant to be displayed to the recipient. Rather, they are intended to be used to invalidate the notification that the participant has new messages.

"Incoming call" push notifications are sent to participants when another participant in a conversation starts a video or voice call. The other participants' call state changes to “RINGING”, which prompts the push notification.

If the setting com.unblu.conversation.call.forwardToHiddenAgents specifies that the call be forwarded to hidden agents, those agents will not receive the "incoming call" push notification until the timeout specified in com.unblu.conversation.call.callNotAnsweredTimeoutSeconds has been reached.

"Revoked call" push notifications are sent to participants in a video or voice call when the call has ended and its status changes to "IDLE". Like "read message" push notifications, these notifications are intended to invalidate any "incoming call" notifications a participant received, not to be displayed to participants.

Activate the email channel for push notifications by setting com.unblu.core.push_notification.mail.enableEmailPushNotification to true.

Email push notifications can be sent for "new message", "incoming call", and "missed call" events. "Read message" and "revoked call" events do not result in email notifications.

Unblu must know a person’s email address before it can send them email push notifications. For agents, this information may come from ID propagation or the user database, e.g. via an LDAP sync. Authenticated visitors, too, may provide their email address by ID propagation. Other visitors may be asked for their email address as part of the concierge’s onboarding process, or they may have provided it as part of a call to the Unblu Web API endpoint persons/createOrUpdateVirtual.

Unblu uses Firebase for push notifications to devices running Android or iOS. You can activate mobile push notifications by setting com.unblu.mobile.push_notification.enableFirebasePushNotification to true. You must also set the configuration properties com.unblu.mobile.push_notification.firebaseDatabaseName and com.unblu.mobile.push_notification.firebaseServiceAccountKey.

For mobile push notifications to work, the following requirements must be fulfilled:

You can register webhooks to integrate Unblu push notifications into an existing push notification service. This expands the ways in which you can push notifications to your users. For example, you can notify users of events via SMS or by displaying a badge on an element of your website.

To trigger a webhook push notification, you must have an active webhook registration. There are five webhooks you can register for push notifications:

If Unblu received any device tokens via the mobile SDK, these are also passed on to the webhook endpoint. This allows you to push notifications to mobile devices using your current push notification infrastructure.