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Mobile push

Mobile push reaches customers as push notifications in your own mobile app. Flametree does not deliver the device notification itself: it sends the agent's session events to an HTTP endpoint you provide, and your backend turns them into notifications for your app. The conversation runs through your app's integration with the platform API and appears in Sessions on the Mobile channel.

Unlike messaging channels such as WhatsApp or Telegram, mobile push is not a channel type in Settings > Channels — there is no connection to add, start, or stop. The pieces live elsewhere; this page maps them.

Two features share the name

This page is about notifying your customers. Browser notifications for portal users — the Enable notifications button on the Profile page — are a separate feature. Notifications covers both.

Before you start​

  • Your own mobile app, integrated with the platform API — see the API reference. Without the app integration there is nothing for mobile push to deliver to.
  • An endpoint in your backend that receives the event requests and sends the device notifications.
  • You are signed in to the portal with an account that can edit agents.

How mobile push works​

  1. On the agent, you configure push notifications: which session events to forward, the URL that receives them, and the HTTP headers to send along.
  2. Each time a selected event occurs in one of the agent's sessions, Flametree sends an HTTP POST request to your URL with the configured headers. The JSON body names the event and carries the session ID, the customer ID, and the message text.
  3. Your backend matches the customer to a device and sends the push notification.
  4. The customer opens the app and replies. The app exchanges messages with the agent through the platform API, and the conversation appears in Sessions on the Mobile channel.

Delivery to your endpoint is a single attempt with a short timeout — accept the request quickly and queue any slow work.

Configure the agent​

Event forwarding is configured per agent, on the agent page in Advanced mode:

  1. Open the agent and switch to Advanced mode with the toggle in the upper-right corner.
  2. In the Advanced card, click the plus button next to Set push notification configuration. The Push Notification Configuration window opens.
  3. Keep Enabled switched on and enter the URL of your endpoint.
  4. Under Headers, add the HTTP headers your endpoint expects — for example, an authorization header. Select Secret for sensitive values.
  5. In Events, select at least one event: New Session Started, AI Assistant Message, User Message, or Transferred to Live Agent.
  6. Click Save in the window, then Save on the agent page.

To notify customers about agent replies, select AI Assistant Message — replies sent by a human agent are delivered as this event too. For the full walkthrough, the events table, and how to pause delivery, see Notifications.

Send campaign messages as push notifications​

Python campaigns can start outreach over mobile push:

  1. On the campaign's Stages tab, add a stage and select Mobile Push as the Channel.
  2. Select the Agent. The list offers only agents that have a push notification configuration.
  3. Click Save. Mobile Push has no other channel-specific fields.

When the stage runs, the agent's session events are delivered to your endpoint like for any other session, and your backend sends the notifications to the participants' devices.

Common issues​

  • Mobile push is missing from the list in Settings > Channels. Expected — mobile push is not a channel connection. Configure it on the agent as described above.
  • Your endpoint receives no events. Check that Enabled is on, that the events you expect are selected, that you clicked Save both in the window and on the agent page, and that the URL is reachable from the internet. Delivery is a single attempt with a short timeout — there are no retries.
  • The agent is missing from the Mobile Push agent list in a campaign. The stage lists only agents that have a push notification configuration. Add the configuration to the agent and save it, then reopen the stage dialog.
  • Your endpoint receives the events, but customers get no notifications. The handoff from your backend to the device happens in your infrastructure — check your backend's logs and your push delivery reports.
  • Notifications — per-agent push notifications in full, plus browser notifications for portal users
  • Advanced mode — the agent page where the push notification configuration lives
  • Python campaigns — the Mobile Push stage channel
  • Channels overview — the messaging and voice channels managed in Settings > Channels
  • Sessions — monitor conversations, including the Mobile channel
  • API reference — integrate your app with the platform

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