[Android] Issue with Deep Linking in the new Multi-Conversation feature by Zendesk

[avivdim]

I’ve created a custom FirebaseMessagingService to handle deep links for notifications when the app is killed. The flow works as follows:

Notification Handling: When the app is killed, my FirebaseMessagingService handles the notification, showing it to the user. Upon tapping the notification, I use messaging().setBackgroundMessageHandler to listen for the remote message payload.
Zendesk Screen: After receiving the payload, I call the Zendesk.openMessagingView() method to open the Zendesk messaging screen.
Note: For notifications when the app is in the foreground or background, the SDK’s default behavior still handles opening the Zendesk messaging view and navigating to the specific conversation.

While this works when the app is in the foreground or background, the issue is that when tapping the notification after the app is killed, it takes the user to the main screen with all conversations, rather than to the specific conversation. In all other cases (foreground and background), the notifications correctly navigate to the specific conversation tied to the push notification.

I’m receiving the conversationId in the payload, but I couldn’t find any option to pass it to the openMessagingView() method to display the correct conversation.

Is there a way to pass the conversationId to openMessagingView() or any other approach that could solve this issue?

• Platform: Android
• React Native Version 0.73
• Zendesk SDK Version : 2.26.0 , 2.26.1, 2.27.0

[leegeunhyeok]

According to the official documentation:

Note: When the app is in a background state, PushNotifications.displayNotification will bring you back to the conversation. When the app is in a killed state however, it will just open the app as the SDK is not initialized then. If you call this method with a notification that is not from Zendesk, it won't be displayed.

If you want to change that behaviour, you will have to implement your own handling of the push display as well as handling the initialization of the SDK and call .showMessaging to display the conversation.

https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/android/push_notifications

The Android Zendesk SDK handles displaying notifications and processing user actions through the PushNotifications.displayNotification() method. Since the Zendesk SDK is obfuscated, it's difficult to determine how it is implemented internally. Therefore, it seems necessary to implement a custom version of displayNotification() to check the initialization status in advance.

I encountered a similar issue on iOS and applied a workaround. I'll think about possible solutions to address this on Android as well.