Rafael Moreira de Oliveira Lopes

I need some help with an issue happening with the SDK we implemented in our App (to allow users interact with us via chat directly from the App). When the App is minimized, or when the phone screen is locked, the push notifications that should be sent by Zendesk once an agent interacts with the customer’s ticket stop arriving. However, if the App is open (even on screens other than the Chat), the push notifications come through as expected.

Could you help us understand what might be causing this issue? Is there any place we can check if some sort of timeout might be occurring in the connection? It almost seems as though the chat connection is being dropped, as we notice that when we reopen the chat screen, it shows that the chat is reconnecting. Could this be related?