"How to Connect Firebase Cloud Messaging to On-Chat"

Introduction

Firebase Cloud Messaging (FCM) is Google's cross-platform cloud messaging solution that enables businesses to send push notifications and data messages to iOS, Android, and web applications. By integrating FCM with On-Chat, support teams can deliver support messages, proactive notifications, and conversation updates directly to customers' mobile devices — keeping them engaged throughout the support lifecycle.

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Prerequisites

• An active Google Firebase project with Cloud Messaging enabled
• Firebase Server Key (or Service Account JSON for HTTP v1 API)
• A mobile or web application configured to receive FCM push notifications
• On-Chat account with admin access
• Developer access to configure the FCM API in On-Chat

Step 1: Set Up Your Firebase Project

Log in to the Firebase console at console.firebase.google.com. Create a project or select an existing one. In the project settings, go to Cloud Messaging and copy your Server Key (Legacy) or download the Service Account JSON file for the HTTP v1 API. These credentials are needed to send push notifications from On-Chat.

Step 2: Configure Your Mobile App for FCM

In your iOS or Android app, integrate the Firebase SDK and request push notification permissions from users. Each app installation will register a unique FCM device token. These tokens identify individual devices and are required for On-Chat to deliver push notifications to specific users.

Step 3: Create an FCM Channel in On-Chat

In On-Chat, go to Settings → Inboxes → New Inbox and select API or the Firebase/FCM channel type. Enter your Firebase Server Key or upload the Service Account JSON. Configure the channel name and save. On-Chat will now be able to send push notifications via FCM.

Step 4: Pass FCM Device Tokens to On-Chat

When customers log in to or use your mobile app, capture their FCM device token and pass it to On-Chat via the On-Chat API or SDK. This links each customer's On-Chat contact record to their device token, enabling targeted push notification delivery for conversations and agent replies.

Step 5: Add Agents and Configure Notifications

In On-Chat, go to Settings → Inboxes → select your FCM inbox → Collaborators. Add agents who will manage FCM-based support conversations. Configure notification templates and automation rules so agents can send timely push updates to customers.

Step 6: Test Push Notification Delivery

Send a test push notification to a device with a registered FCM token. Verify the notification appears on the device as expected. Reply to a test conversation from On-Chat and confirm the customer receives the push notification on their mobile app. Review Firebase's message delivery reports for confirmation.

Best Practices

• Use On-Chat automation to send push notifications when conversation status changes, such as when a ticket is resolved or an agent replies
• Respect user notification preferences by honoring FCM opt-outs and app-level notification settings
• Keep push notification content concise and actionable — include the agent name and a brief message preview
• Monitor Firebase delivery statistics to track notification open rates and optimize message timing