Why are my push notification open statistics (CTR) not being recorded correctly?

If you notice a sudden drop in your push notification open rates and Click-Through Rate (CTR) but can confirm that messages are still being delivered, the issue is likely that your application is not correctly reporting the 'open' events back to Pushwoosh.

This typically happens when the /pushStat API call, which is responsible for tracking opens, is not being triggered from the SDK within your app. The most common cause is custom code in your application that interferes with the default behavior of the Pushwoosh SDK.

How to Troubleshoot

1. Enable Verbose Logging: First, enable verbose logging for the Pushwoosh SDK in your application's build. This will provide detailed output for debugging.
   • For instructions, see our documentation on Controlling Log Level for Android.
2. Test and Check Logs: Send a push notification to a test device and open it. Then, inspect the device's logs.
   • You should see a /messageDeliveryEvent when the notification is received.
   • When you open the notification, you should see a /pushStat call.
   • If the /pushStat call is missing, it confirms that your app's implementation is preventing the open event from being tracked.

Platform-Specific Causes

Android

The Pushwoosh SDK automatically tracks opens using the PushStatNotificationOpenHandler. If this is not working, it's likely due to a custom implementation for handling push notifications in your code. Review your notification handling logic to ensure it does not override or block the SDK's default open handler from executing.

iOS

On iOS, the SDK automatically sends the /pushStat request when a user taps a notification. This process can be interrupted if you are using a custom implementation of the UNUserNotificationCenter delegate. Check your AppDelegate file and any related notification service extensions for custom code that might interfere with the Pushwoosh SDK's methods.