Overview
Certain Android devices might have some problems receiving push notifications when the Kayako app is closed. We've collected some instructions and resources below to help you troubleshoot this problem.
Diagnosis
Kayako makes that easy with the agent area's built-in notification center that sends reminders and alerts when a new conversation is created, a conversation has been assigned to a user, if someone replies to a conversation that the user is assigned to, etc.
You can set Kayako to send you notifications through your browser when you're on your desktop computer. Or, you can configure it to notify you on your mobile when you're away using the Kayako for mobile app. However, there may be cases where the Android mobile app is not showing the push notification when the app is closed.
To ensure you keep receiving push notifications, you'll need to set your device so that it will auto-start the Kayako app when a new notification arrives.
Solution
IMPORTANT NOTE: The exact steps for this process will vary depending on your device model. We recommend using the information here as a starting point. Should you need the precise model details, we recommend searching the internet to find the instructions specific to your device or contact your device manufacturer for assistance.
| Device / Type | Troubleshooting |
| Xiaomi |
Enable autostart for the Kayako app. Open up Security and click through to Permissions and Autostart. Make sure Kayako is enabled. NOTE: For more help, refer to this blog post on enabling auto-start. |
| OnePlus | Make sure Kayako is on the auto-launch list. Open up Settings and click Apps > the gear icon > Apps Auto-launch. Find Kayako in the list and toggle it on to enable auto-launch. |
| Oppo | Make sure Kayako is on the list of allowed start-up apps. Open Security Center, click Privacy Permissions, then Startup Manager, and then allow Kayako App to start-up in the background. |
| Vivo | Enable the auto-start setting for the Kayako app. Open i Manager, click the App Manager, then Autostart manager, and then allow Kayako App to auto-start in the background. |
| Lenovo | Enable the auto-start setting for the Kayako app. Open Settings and click Power Manager and then Background app management. Flip the Allow auto-start toggle for the Kayako app. |
| Huawei |
Make sure Kayako is on the list of protected apps. Open System settings, then Advanced Settings, then Battery Manager, and finally Protected apps. Enable the toggle next to Kayako to allow it to keep running even after the screen is turned off. NOTE: For more help, refer to this blog post on fixing push notifications on Huawei devices. |
| Samsung |
If you're using the Kayako app on a Samsung device, there are a few steps to take:
|
| Devices using Marshmallow OS or above (Android 6.0+) |
If you've tried the relevant options above but the problem still persists, you can also try making sure that the Kayako app is not optimized for Doze feature (battery saving). You can find this setting on most devices by clicking Settings, then Battery, and then Battery Optimization. Make sure Kayako is on the list of apps excluded from optimization. NOTE: For more help, refer to this Greenbolt article on turning off doze mode for specific apps in Android Marshmallow. |
Confirmation
Once you have successfully set your device to auto-start the Kayako app when a new notification arrives, push notifications should display as soon as they arrive.
ATLAS
Comments