Prerequisites for Receiving a Mobile Push Notification

For a mobile device to receive a push notification, the following requirements must be met. Understanding the requirements can help you troubleshoot when the results are not what you expect.

• SAS Customer Intelligence 360 task configuration:
  • The user meets task-targeting eligibility requirements.
  • If an impression limit is set, the limit is not exceeded for the user.
  • (Triggered Push Notification Tasks Only) The user does not receive content from another competing push notification task with the same or higher task priority.
• Communication with the mobile messaging service: Respective messaging services, Firebase Cloud Messaging (FCM) service for Android and Apple Push Notification service (APNs) for Apple, are operating properly. SAS Customer Intelligence 360 has no visibility to track or troubleshoot those services.
• User's mobile app: The mobile app must be installed and up to date.
• User’s local device settings: The user must not have silenced or otherwise disabled (opted out of receiving) notifications.
• Valid mobile device ID and token:
  • The user’s identity, whether known (that is, there is a valid customer ID) or anonymous, is associated with the mobile device, which is known by the mobile device ID that is generated by SAS. This mapping can be verified by using the Diagnostics tool. For more information, see Diagnostics in SAS Customer Intelligence 360: Administration Guide and Overview of Identities in SAS Customer Intelligence 360 in SAS Customer Intelligence 360: Administration Guide.
  • The specific SAS mobile device ID has a valid token associated with it. Therefore, the device is reachable. In other words, no errors have been generated from messaging services for that device.
• Use of the mobile app on the user’s mobile device: The user must not be active in the app when the push notification arrives. Being in the app invalidates the purpose of the push notification, which is to invite the user back into the app.
  Note: On Android devices, if the user is in the app, SAS Customer Intelligence 360 generates an impression event, but not an impression_viewable event. On iOS devices, impression_viewable events in downloaded data are associated with push notifications that are opened, not viewed.