Configure mobile Push Notifications

Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
  • Enable Identity Stitching to ensure the notification reaches the correct device and deployment.

The Push Notification service sends alerts to app users about new messages when they are offline. Mobile push notifications let your app inform users about unread messages, even if the app isn’t running. To enable this feature, first configure platform-specific integrations that connect your mobile app to Firebase Cloud Messaging (FCM)for Android or Apple Push Notification Service (APNS) for iOS.

Note: Genesys Cloud uses platform-native push services to deliver notifications. These services rely on credentials provided by Google and Apple, such as FCM server keys and APNS certificates.

Configure push notifications

To enable push notifications, perform the following steps:

Push integrations allow you to securely connect your mobile application to Apple and Google push services. Each integration represents a specific app instance and platform. For example, MyApp – iOS Production.

To create a new integration, perfom the following steps:

  1. Click Admin.
  2. Under Integrations, click Integrations.
  3. In the Search field, type Push Notification Integrations. Click the image to enlarge.Displays the android and iOS apps for push notifications
  4. Click + Create Integration and choose your platform (Android or iOS).

Select the platform and create the integration as provided below.

To create an integration for Android, perform the following steps:

  1. In the Firebase Cloud Messaging app, the Details tab is displayed by default. Click the image to enlarge. Displays the android configuration for the integration
    1. (Optional) In the Notes field, enter the required notes.
  2. Click the Configuration tab. Click the image to enlarge. Displays the android configuration for the integration
    1. In the Properties section, enter the details in the fields as required.
    2. In the Advanced section, enter the details in the fields as required.
    3. In the Credentials section, in the FCM Credential section, click Configure. Click the image to enlarge. Displays the android configuration for the integration
      1. In the Configure Credentials dialog box, in the Private Key field, enter the password. 
      2. Click OK.
  3. Click Save.

To create an integration for iOS, perform the following steps:

  1. In the Apple Push Notification Service (APNS) app, the Details tab is displayed by default. Click the image to enlarge. Displays the iOS configuration for the integration 
    1. (Optional) In the Notes field, enter the required notes.
  2. Click the Configuration tab. Click the image to enlarge. Displays the iOS configuration for the integration
    1. In the Properties section, enter the details in the fields as required.
    2. In the Advanced section, enter the details in the fields as required.
    3. In the Credentials section, in the APNS Credential section, click Configure. Click the image to enlarge. Displays the iOS configuration for the integration
      1. In the Configure Credentials dialog box, in the Signing key ID field, enter the password. 
      2. Click OK.
  3. Click Save.

All credentials are securely stored and encrypted by Genesys.

Note: The push configuration interface separates Android and iOS platforms because each requires different credentials and formats. You can create multiple integrations to support various apps, platforms, or environments. For example, staging and production.

Once you create the integration, it is listed in the Integrations list view. Each integration can display any of the following statuses:

  • Active: Ready to be assigned to a Messenger deployment.
  • Inactive: Saved, but not currently in use.
  • Deleted: Permanently removed.

Note: You can temporarily deactivate an integration, such as when rotating certificates or migrating environments, without deleting the configuration.

For more information about enabling push notifications, see Configure Messenger.

For more information about assigning an integration to a messenger deployment, see Deploy Messenger.

Select the configured Android (FCM) or iOS (APNS) integrations from the list.

Note: Assign at least one push integration to enable mobile notifications. For each supported platform, you can select a different integration.

In case you face any issues when setting up integrations, refer to Operational console to check errors or push delivery failures. 

Once you complete all the steps, save and deploy the messenger.