Why are my proactive messages not working?

Question

I am using Web Widget or mobile SDK channels with JWT authentication and have configured multiple proactive messages. Why does the customer only receive one proactive message? Additionally, if they log out and log back in, why are no proactive messages displayed?

Answer

When using proactive messages in Messaging, these messages are linked to the status of the conversation. Proactive messages only trigger when the user is not engaged with a human agent or an AI agent.

If you have configured multiple proactive messages, only the first one will activate. Subsequent proactive messages will not trigger because the user remains in an active conversation with the AI or human agent from the initial proactive message.

When using JWT for messaging authentication, this behavior applies across all devices. Accessing the service from a different device will not prompt a new proactive message.

When a ticket is closed, they will be eligible to receive new proactive messages.

For users interacting with an AI agent or bot, the legacy bot can only trigger new proactive messages if there has been no engagement for more than 72 hours.

For more information, see the articles:

Creating proactive messages for mobile SDK channels

Creating proactive messages for the Web Widget