Creating proactive messages for mobile SDK channels

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<p id="docs-hc-snippet" style="display: none;">Proactive messages allow you to initiate conversations with customers through your mobile SDK channels, based on specified conditions that you define.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can create proactive messages for mobile SDK channels to initiate customer conversations based on specific conditions. Customize messages with agent or AI responses, set rules for when messages send, and control frequency and timing. You can pause, resume, and troubleshoot messages to ensure proper delivery. This feature helps engage customers proactively through targeted messaging on mobile apps.</p>
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<div class="body">

<p class="p">Proactive messages allow you to initiate conversations with customers through your mobile
SDK channels, based on specified conditions that you define.</p>
<p class="p">In this article, we’ll take you through the following tasks:</p>
<div class="p">
<ul class="ul" id="PM-creating_mobile__ul_g1l_wqy_wwb">
<li class="li"><a class="xref" href="#topic_j2k_2qy_wwb">Creating the proactive message</a></li>
<li class="li"><a class="xref" href="#topic_z1t_2qy_wwb">Composing the message</a></li>
<li class="li"><a class="xref" href="#topic_b2z_2qy_wwb">Setting the rules</a></li>
<li class="li"><a class="xref" href="#topic_fmf_fqy_wwb">Choosing when to send the message</a></li>
<li class="li"><a class="xref" href="#topic_szk_tjd_42c">Pausing and resuming proactive messages</a></li>
<li class="li"><a class="xref" href="#topic_ltp_kjm_y1c">Troubleshooting proactive messages</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="PM-creating_mobile__ul_o43_f1x_bjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5381304334234" target="_blank">About proactive messages</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_j2k_2qy_wwb">
<h2 class="title topictitle2" id="ariaid-title2">Creating the proactive message</h2>
<div class="body">
<p class="p">Proactive messages are created on the Proactive messages page in Admin Center.</p>
<p class="p"><img class="image" id="topic_j2k_2qy_wwb__image_tz5_tvy_wwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/PM-admin_page.png" width="500"></p>
<p class="p">You can create up to 140 proactive messages.</p>
<p class="p"><strong class="ph b">To create a proactive message</strong></p>
<ol class="ol" id="topic_j2k_2qy_wwb__ol_ldm_gry_wwb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_j2k_2qy_wwb__d8e1072" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; Proactive
messages</strong>.</span></li>
<li class="li">On the Proactive messages page, click the
<strong class="ph b">Create proactive
message</strong> button.</li>
<li class="li">Under
<strong class="ph b">Compose messages</strong>, specify the following information for
the new message:
<ul class="ul" id="topic_j2k_2qy_wwb__ol_ndm_gry_wwb">
<li class="li">
<strong class="ph b">Name</strong>: Enter a brief but descriptive name for the
proactive message.</li>
<li class="li">
<strong class="ph b">Brand</strong>: If you have multiple brands, use the drop-down
to select a brand for the message. Brands can run multiple proactive
messages simultaneously.</li>
<li class="li">
<strong class="ph b">Channel</strong>: Use the drop-down to select a mobile SDK
channel for the message. Only channels connected to the brand selected
above appear in the menu. Each proactive message can only be published
on one channel.</li>
</ul>
</li>
<li class="li">Click
<strong class="ph b">Next</strong>
to open the new message configuration page.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z1t_2qy_wwb">
<h2 class="title topictitle2" id="ariaid-title3">Composing the message</h2>
<div class="body">
<p class="p">After you’ve added the proactive message, you can compose the message. Composing the
message requires adding the text (including emojis, if you like) that will greet
your customers, then selecting and configuring the response type.</p>
<div class="p"><div class="div">
<p class="p">There are two response types you can choose from:</p>
<ul class="ul" id="topic_z1t_2qy_wwb__ul_ejc_1ty_wwb">
<li class="li">
<strong class="ph b">Agent</strong>: Lets you create a simple follow-up to the
initial message before handing the customer over to a live agent.</li>
<li class="li">
<strong class="ph b">AI agent:</strong> Lets you create your message by referring to an answer in an active, published
AI agent within the same brand. </li>
</ul>
<p class="p">Composing a message for each response type has slightly different steps. The
sections below describe these in more detail.</p>
</div></div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_p1m_lqy_wwb">
<h3 class="title topictitle3" id="ariaid-title4">Composing a proactive message with an agent response</h3>
<div class="body">
<p class="p">The basic customer experience for a proactive message with an <em class="ph i">agent response</em> is:</p>
<ul class="ul" id="topic_p1m_lqy_wwb__ul_hj2_dty_wwb">
<li class="li">An initial greeting, or message, to the customer</li>
<li class="li">A follow-up message to transition the customer to a
conversation with a live agent</li>
<li class="li">A request for the customer’s name and/or email address
(optional)</li>
</ul>
<p class="p">For a more detailed example from the customer’s perspective, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5381304334234#topic_e5j_thy_wwb" target="_blank">Customer experience: Agent
response</a>.</p>
<p class="p"><img class="image" id="topic_p1m_lqy_wwb__image_dst_lty_wwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/PM-compose_agent_response_web.png" width="500"></p>
<div class="p"><div class="div">
<p class="p"><strong class="ph b">To compose the message with an agent response</strong></p>
<ol class="ol" id="topic_p1m_lqy_wwb__ol_wkn_qty_wwb">
<li class="li">In the
<strong class="ph b">Compose messages</strong> section of the
configuration page, use the
<strong class="ph b">Proactive message</strong>
box to enter
the text for your initial message.</li>
<li class="li">Under
<strong class="ph b">Choose how to respond</strong>, click
<strong class="ph b">Agent</strong>.</li>
<li class="li">Enter the
<strong class="ph b">follow-up message</strong>. This can let the
customer know they’re being transferred to a live agent, and
introduce the request for additional information (if used).</li>
<li class="li">In the optional
<strong class="ph b">Customer details</strong>
section, a request
for both the customer’s name and email address are included by
default. Click the X to delete either detail (or both). Click the
down arrow to add back the deleted field(s). Deleting both fields
removes the data collection request from the proactive message.</li>
<li class="li">Click
<strong class="ph b">Next</strong>
to expand the
<strong class="ph b">Set the rules</strong>
section.</li>
</ol>
</div></div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_u2v_lqy_wwb">
<h3 class="title topictitle3" id="ariaid-title5">Composing a proactive message with a AI agent response</h3>
<div class="body">
<p class="p">The basic customer experience for a proactive message with a <em class="ph i">AI agent response</em> is:</p>
<ul class="ul" id="topic_u2v_lqy_wwb__ul_eth_sty_wwb">
<li class="li">An initial greeting, or message, to the customer.</li>
<li class="li">An answer, which transitions the customer to the conversation bot.</li>
</ul>
<p class="p">For a more detailed example from the customer’s perspective, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5381304334234#topic_vnq_why_wwb" target="_blank">Customer experience: AI agent response</a>.</p>
<p class="p"><img class="image" id="topic_u2v_lqy_wwb__image_jxv_yty_wwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/PM-compose_ai_agent_response_web.png"></p>
<div class="p"><div class="div">
<p class="p"><strong class="ph b">To compose the message with an AI agent response</strong></p>
<ol class="ol" id="topic_u2v_lqy_wwb__ol_osq_zty_wwb">
<li class="li">In the
<strong class="ph b">Compose messages</strong> section of the proactive
message’s configuration page, use the
<strong class="ph b">Proactive message</strong>
box
to enter the text for your message.</li>
<li class="li">Under <strong class="ph b">Choose how to respond</strong>, click <strong class="ph b">AI agent</strong>.</li>
<li class="li">Note the AI agent being referenced. If it is incorrect, click <strong class="ph b">Edit AI agent</strong> and choose
the AI agent you want to use. <p class="p">Only AI agents connected to the
channel you selected in the Compose messages section can be
used. If necessary, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578#topic_uws_kqd_krb" target="_blank">create a new AI agent</a> with the
messaging you need, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250#topic_ads_n1n_3bc" target="_blank">publish an existing AI agent</a> to the
channel.</p>
</li>
<li class="li">Use the <strong class="ph b">Response</strong> drop-down to choose the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836323738" target="_blank">answer</a> you want to use as
your customer follow-up message. If needed, click <strong class="ph b">Edit
answer</strong> to make changes to the selected answer.</li>
<li class="li">Click <strong class="ph b">Next</strong> to expand the <strong class="ph b">Set the rules</strong> section.</li>
</ol>
</div></div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_b2z_2qy_wwb">
<h2 class="title topictitle2" id="ariaid-title6">Setting the rules</h2>
<div class="body">
<p class="p">Next, you’ll need to set the rules, which includes:</p>
<div class="p">
<ul class="ul" id="topic_b2z_2qy_wwb__ul_cxz_d5y_wwb">
<li class="li">
<strong class="ph b">Adding conditions</strong>. A condition includes an object
(<em class="ph i">visitor</em> or <em class="ph i">device</em>), an operator, and a value. You can
also nest conditions to create more complex conditional logic. You can
expand the Condition key to use as a reference.</li>
<li class="li">
<strong class="ph b">Configuring the timing for checking conditions</strong>. Here,
you’ll determine what event can trigger the condition check – usually when
the customer opens a page or screen, or spends a specified length of time on
a page or screen on your mobile app, often for a set amount of time.</li>
</ul>
</div>
<p class="p">For more information on the options for building conditions, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5511218058650" target="_blank">Proactive messaging conditions and events reference</a>.</p>
<div class="p"><div class="div">
<p class="p"><strong class="ph b">To set the condition rules</strong></p>
<ol class="ol" id="topic_b2z_2qy_wwb__ol_wnq_h5y_wwb">
<li class="li">In the
<strong class="ph b">Set the rules</strong>
section, configure the conditions
that must be met to send a proactive message.</li>
<li class="li">Click
<strong class="ph b">Add condition.</strong>
</li>
<li class="li">Use the drop-down field to select an
<strong class="ph b">Object</strong>
as the
subject of the condition.</li>
<li class="li">If you’re using the
<em class="ph i">customer’s visit information</em>
as a
condition for sending the message, select
<strong class="ph b">Visitor</strong>
in the Object
drop-down, then:
<div class="p">
<ul class="ul" id="topic_b2z_2qy_wwb__ul_w2f_j5y_wwb">
<li class="li">Use the
<strong class="ph b">Field</strong>
drop-down to choose what information to
consider: The
<strong class="ph b">Page URL</strong>
of the customer’s current
page, the
<strong class="ph b">Page title</strong>
of the customer’s current page,
or the customer's
<strong class="ph b">Visit history</strong>.</li>
<li class="li">Use the
<strong class="ph b">Operator</strong> drop-down to choose an operator.
Depending on your Field selection, this can be
<strong class="ph b">Is</strong>,
<strong class="ph b">Is not</strong>,
<strong class="ph b">Contains at least one of</strong>, or
<strong class="ph b">Doesn’t contain</strong>.</li>
<li class="li">Use the
<strong class="ph b">Value</strong>
field to enter the page URL or title to
check. If you selected Visit history in the Field drop-down,
choose
<strong class="ph b">New user</strong>
or
<strong class="ph b">Returning user</strong>.
<div class="note note">
<span class="notetitle">Note:</span>
Page
URL and Page Title values are
case-insensitive.
</div>
</li>
</ul>
</div>
</li>
<li class="li">If you’re using
<em class="ph i">information from the device the customer is on</em>,
select
<strong class="ph b">Device</strong>
in the Object drop-down, then:
<div class="p">
<ul class="ul" id="topic_b2z_2qy_wwb__ul_a1d_m5y_wwb">
<li class="li">Use the
<strong class="ph b">Field</strong>
drop-down to select the
<strong class="ph b">Language</strong>
option.</li>
<li class="li">Use the
<strong class="ph b">Operator</strong> drop-down to choose an operator,
<em class="ph i">Is</em>
or
<em class="ph i">Is not</em>.</li>
<li class="li">Use the
<strong class="ph b">Value</strong>
drop-down to select the language you
want to check for. This value is checked against the
language set on the customer’s device.</li>
</ul>
</div>
</li>
<li class="li">If you're using <em class="ph i">metadata from the customer's business</em>, select
<strong class="ph b">Metadata</strong> in the Object drop-down, then:<div class="p">
<ul class="ul" id="topic_b2z_2qy_wwb__ul_ovn_hkv_dkc">
<li class="li">Use the <strong class="ph b">Type</strong> drop-down to select the metadata type:
Boolean, Number, or String.</li>
<li class="li">Use the <strong class="ph b">Field</strong> drop-down to enter the metadata key you
pass for the visitor.</li>
<li class="li">Use the <strong class="ph b">Operator</strong> drop-down to choose an operator.
Available operators depend on the Type selected above.</li>
<li class="li">Use the <strong class="ph b">Value</strong> field to enter the value to match
against.</li>
</ul>
</div>
</li>
<li class="li">Click
<strong class="ph b">Add</strong>
to save the condition.</li>
<li class="li">To add another condition to the rule, click the + and select
<strong class="ph b">Add
condition.</strong>
Repeat steps 4 and 5 as needed.</li>
<li class="li">To create a nested condition, click the
<strong class="ph b">+</strong>
and select
<strong class="ph b">Add
nested condition</strong>. A nested condition is a condition that
contains two or more conditions inside it. You can use nested conditions
to build complex logic that relies on multiple conditions. They are
especially useful when combining conditions using both
<strong class="ph b">AND</strong>
and
<strong class="ph b">OR</strong>.</li>
<li class="li">Under
<strong class="ph b">When to check the conditions</strong>, use the Event drop-down to
define what customer event causes a condition check, then use Minutes
and Seconds to define how long the event must last before the check
is triggered.</li>
<li class="li">Optionally, add tags to the tickets created from the proactive message
interaction.</li>
<li class="li">Click
<strong class="ph b">Next</strong>
to expand the
<strong class="ph b">Schedule</strong>
section.</li>
</ol>
</div></div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_fmf_fqy_wwb">
<h2 class="title topictitle2" id="ariaid-title7">Choosing when to send the message</h2>
<div class="body">
<p class="p">Finally, you’ll choose when, and how often, to send the message to the
customer, and publish your message.</p>
<p class="p"><strong class="ph b">To choose when to send the message</strong></p>
<div class="p">
<ol class="ol" id="topic_fmf_fqy_wwb__ol_zq5_s5y_wwb">
<li class="li">In the
<strong class="ph b">Choose when to send</strong>
section, select the Time of day for
sending the proactive message:
<div class="p">
<ul class="ul" id="topic_fmf_fqy_wwb__ul_iqk_t5y_wwb">
<li class="li">
<strong class="ph b">Any time conditions are met</strong>. This sends the message
whenever the customer meets the conditions defined in the
previous section, regardless of any set business hours.</li>
<li class="li">
<strong class="ph b">Only during business hours.</strong>
This lets you select one of
your previously-defined schedules to restrict when proactive
messages are sent.
<em class="ph i">This option is only available if you have
set</em><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258#topic_nxy_njd_btb" target="_blank"><em class="ph i">business
hours</em></a>
<em class="ph i">for the channel.</em>
</li>
<li class="li">
<strong class="ph b">Only outside of business hours.</strong>
This sends the message
only when the customer meets the conditions outside of any
previously-defined schedules.
<em class="ph i">This option is only available
if you have set</em><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258#topic_nxy_njd_btb" target="_blank"><em class="ph i">business
hours</em></a>
<em class="ph i">for the channel.</em>
</li>
</ul>
</div>
</li>
<li class="li">Under
<strong class="ph b">Frequency,</strong>
choose how often a customer will receive a proactive message:
<div class="p">
<ul class="ul" id="topic_fmf_fqy_wwb__ul_hfx_v5y_wwb">
<li class="li">
<strong class="ph b">Once per device</strong>. Message will only show the first time
the condition is met on the device being used. The message will
not appear again until:
<div class="p">
<ul class="ul" id="topic_fmf_fqy_wwb__ul_lyf_tck_ywb">
<li class="li">
<strong class="ph b">iOS</strong>: The app is uninstalled, then
reinstalled.</li>
<li class="li">
<strong class="ph b">Android</strong>: The app is uninstalled, storage of
the app is cleared, then the app is
reinstalled.</li>
</ul>
</div>
</li>
<li class="li">
<strong class="ph b">Once per visit</strong>. After the message is opened or dismissed,
it won't show again on the device being used until the user
quits the app and relaunches it.</li>
<li class="li">
<strong class="ph b">Every time the conditions are met</strong>. Recommended only for
critical or time-sensitive messages.</li>
</ul>
</div>
</li>
<li class="li">Click
<strong class="ph b">Publish</strong>.</li>
</ol>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span>
When you publish a proactive message, you need to quit out of the app and
reopen it to see the new message. For more information on activating and
managing the status of proactive messages, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5381304334234#topic_yl5_shy_wwb" target="_blank">The proactive messages admin
page</a>.
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_szk_tjd_42c">
<h2 class="title topictitle2" id="ariaid-title8">Pausing and resuming proactive messages</h2>
<div class="body">
<p class="p">All published proactive messages can be paused manually by admins at any time. Paused
proactive messages are indicated by a Paused label in the Proactive messages
list:</p>
<p class="p"><img class="image" id="topic_szk_tjd_42c__image_ehr_pfd_42c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/pm_paused.png"></p>
<p class="p">Proactive messages that use AI agent capabilities, such as generated replies, are
automatically paused when your account is configured to pause AI agent functionality
when it <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_iw3_b2h_bdc" target="_blank">reaches its automated resolution limit</a>.
These proactive messages will automatically resume when automated resolutions are
again available on your account. Proactive messages paused for this reason are
indicated by a warning icon next to the Paused label in the Proactive messages list: </p>
<div class="p">
<img class="image" id="topic_szk_tjd_42c__image_qbw_fkd_42c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/pm_paused_ar_limit.png"><div class="note note">
<span class="notetitle">Note:</span> If you update an AI agent proactive message to an
Agent proactive message when AI agent functionality is paused, you will need to
manually resume the message when automated resolutions are again available on
your account.</div>
</div>
<p class="p"><strong class="ph b">To manually pause a proactive message</strong></p>
<div class="p">
<ol class="ol" id="topic_szk_tjd_42c__ol_lld_zkd_42c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_szk_tjd_42c__d8e1072" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; Proactive
messages</strong>.</span></li>
<li class="li">In the Proactive messages list, hover over the message you want to pause and
click the options menu icon (<img class="image" id="topic_szk_tjd_42c__image_kvw_q3r_r5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_field_options_icon.png">).</li>
<li class="li">Select <strong class="ph b">Pause</strong>.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To manually resume a proactive message</strong></p>
<div class="p">
<ol class="ol" id="topic_szk_tjd_42c__ol_zjr_ykd_42c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_szk_tjd_42c__d8e1072" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; Proactive
messages</strong>.</span></li>
<li class="li">In the Proactive messages list, hover over the message you want to resume
and click the options menu icon (<img class="image" id="topic_szk_tjd_42c__image_jmm_3ld_42c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_field_options_icon.png">).</li>
<li class="li">Select <strong class="ph b">Resume</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_ltp_kjm_y1c">
<h2 class="title topictitle2" id="ariaid-title9">Troubleshooting proactive messages</h2>
<div class="body">
<p class="p">If your proactive messages are not sending correctly, check that Conversation control
is set to
<strong class="ph b">Release control</strong>.</p>
<p class="p"><strong class="ph b">To configure Conversation control</strong></p>
<div class="p">
<ol class="ol" id="topic_ltp_kjm_y1c__ol_uwr_zjm_y1c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ltp_kjm_y1c__d8e905" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">On the Messaging channels page, click
<strong class="ph b">Manage settings</strong>.</li>
<li class="li">Expand the Conversation control section and select
<strong class="ph b">Release
control</strong>.</li>
<li class="li">Click
<strong class="ph b">Save settings</strong>.</li>
</ol>
</div>
</div>
</div>
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