Genesys Cloud – Mobile push notifications for web messaging to keep customers informed while offline

Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)	Aha! idea
2025-07-14	2025-08-25	Aha! idea

In a future release, Genesys Cloud will support mobile push notifications to alert users who are offline so that they receive a new message in an ongoing web messaging conversation. This new feature ensures that users are notified about conversation updates even when they aren’t actively using the app and encourages timely re-engagement with the business, helping users continue their journey without missing important information.

Agent and administrator experience

Agent experienceClick to expand

Administrator experienceClick to expand

Administrators must configure integrations with push providers such as Apple Push Notification Service (APNS) and Firebase Cloud Messaging (FCM) in the Integrations section of the platform. Administrators must also enable this feature in the Messenger Configuration settings, where administrators can define the notification frequency. Also, administrators can customize the default notification title and message content per language, making the notifications more relevant and personalized for different user groups.

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Admin configuration

Why does this matter?

Push notifications are essential for making web messaging truly asynchronous. They allow businesses to stay connected with users even when they’re not actively online. This behavior increases the chances of message delivery and improves the overall customer experience and also boosts agent efficiency by reducing the need to track manually whether a notification has been sent.

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