If you are noticing a drop in clicks on push notifications or a number of reactions close to 0, it is important to verify several points which can help you understand and solve quickly the point on your side.
First checking steps:
1. Ensure statistics are displayed
We recommend waiting 6 hours after sending the message to ensure the majority of the data is reported. After this delay, if the reaction rate is still very low or equal to 0, you could check the next points.
Also, if you have access to advanced statistics, you can compare the data with "classic" statistics. The method used to supply advanced statistics is different, also it's useful to verify if there are reactions on this dashboard.
2. Test the message reactions
You can duplicate the message and test it on your own device. We recommend testing the message 3 times. One in killed app, one in minimized app (in the background) and one in opened app. Click on each message.
Then, you could check the report reaction of your device in our test tools, Help > Test tools. When you enter your device ID, you can find all the data of your profile, including reactions. It may take a few minutes for a reaction to show up in the dashboard.
If the data don't roll up as above for the old version but do on the current version, I recommend setting up an incentive campaign via InApp for your users to update the app. If the data don't roll up as above for the current version, please check the integration of our SDK.
3. Identify the date of the drop
Identifying the date of the drop permit guided investigations. Indeed, if the drop appears following an update of the application, it is likely that there is an issue in the integration of our SDK. In this case, we recommend checking our SDK integration and more specifically, the following points.
Technical checking steps:
4. Check that the Accengage SDK is integrated on all activities
If you implemented a version of our SDK equal or higher than 4.0.X, this point is not useful. Indeed, the integration on activities is automatic since the 4.0.X. version. Nevertheless, the next points could be relevant to verify.
If you implemented a version lower than 4.0.X, please check that the Accengage SDK is correctly integrated into all activities. You can find more information regarding this point in our technical documentation.
5. Check the implementation of the lock
According to the method A4S.get(mContext).setPushNotificationLocked(), the lock has to be called on your splash screen activity and unlocked on the next activity. If the lock isn't disabled our SDK will not be able to launch properly, and therefore the information will not be reported. You can find more information regarding this point in our technical documentation.
6. Check A4S.startActivity() call
The Activity after the Splash Screen has to be launched after the A4S.startActivity() to be able to process the Push Action. For example, you cannot redirect directly in the onCreate() method. It has to be done in the onResume(), or after.
If the method isn't called at the right time, our SDK will not be able to launch properly, and therefore the information will not be reported.
7. If you intercept the push notifications, check the integration of the method
Intercepting push notification could affect reactions if the method isn't properly integrated. So, do not hesitate to double-check the integration of this part, according to our technical documentation.
8. If you customize push notifications at runtime, check the integration of the method
The method getTaskStackBuilder permits customizing push notifications at runtime. Depending on your integration, this method could create some edge effects. One effect is the reaction tracking on push notifications.
This point is very specific to integration methods, so if you have any doubts on this point, please contact our Support.
In your ticket, please provide us the class that implements the NotificationClientCreator of the SDK and allows to customize the push at runtime. It will be useful for our investigations.
If all the above points have been checked and are ok on your side, please feel free to contact our Support by using this form.
In order to have a maximum of elements, do not hesitate to share with us, on the ticket, the investigations that you carried out.