A push notification can have several different statuses as it goes through the process of being sent. When we attempt to deliver these, you may have told us to try reaching them on one or multiple devices. The status we display represents whether or the intended person was reached on any device. We do still track the response from all API calls; this way, you will be able to know which device(s) specifically failed or were successful.
We show a status of “Attempted” until we’ve either succeeded or failed to reach all targeted devices.
This status means that your push notification has been created and we’ve tried to send it via the appropriate service — FCM for Android or APNS for iOS — which then would send to your customer’s device. If there are errors with our attempt, we’ll try to send it again up to ten times.
We show a status of Sent when we’ve evaluated all payloads and either sent them to the delivery provider or filtered out suppressed devices.
This status for an individual send does not indicate that a message has been successfully delivered. It only means that the push payload was valid and we were either able to pass it to the push notification service, or filter out the device (due to a suppression).
Sent metrics include all devices for which there is a valid payload—no liquid failures, and the recipient has at least one device. This means that your total number of “Sends” includes bounced and suppressed messages. We do this to help calculate your total audience size when you send a message—all sends less suppressed and bounced messages equals total recipients.
If none of the attempts to send a push notification to the end-user’s device(s) are successful, then we mark the message as Failed. You’ll be able to see the failure reasons on the Delivery page.
This is treated the same as emails; when a user meets your campaign conversion goal, they are marked as Converted.
Campaign Overview data
At the bottom of your campaign overview, you’ll be able to see metrics for your push notifications.
We’ll also show an error rate for each message. This is the percentage of all messages in a campaign which were returned failed.
You can track delivery using our SDKs, or by adding custom code to your app to report delivery metrics back to Customer.io when a customer receives a push.
To track opened metrics, you need to either integrate with our SDKs or add some code to your app to detect when opens occur and then send “open” events to Customer.io as documented in our Technical Integration Guide. Note, you need to include the
CIO-Delivery-Token parameters from the push when sending open events to Customer.io.
Delivery Logs data
When filtering deliveries, you can choose to only see push notifications. In this view, you’ll be able to see:
- a name and link to the individual push notification
- which customer triggered that message, and how many of their devices we attempted to send to
- when the push notification was attempted
- The push notification status (sent, failed, attempted, etc.)
- conversion information
You’ll also have the option to retry sending the push notification if its status is ‘failed’: