Engagement & Messaging

What it does: Delivers in-app messages and manages push notification preferences, connecting CRM campaigns to the customer's in-app experience.

Why it matters: In-app messaging and push notifications are the primary retention channel between orders. Poor preference management erodes trust and causes opt-outs.

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Feature Table

Feature	Problem It Solves	What It Does	How It Works	Dependencies	Prerequisites	Limitations	Impacted Metrics
In-App Message Inbox	Brand wants to communicate with customers inside the app	Shows personalised messages, promotions, and updates in a feed	Engagement platform provides paginated message feed; messages can deep-link to app sections	Engagement platform, CRM	Signed in for personalised; anonymous for global	Feed freshness ≤60s; deep-link targets must exist and be active	Inbox open rate, message click rate, deep link conversion
Push Notification Preferences	Customer controls what notifications they receive	Lets customer toggle push notifications on or off per channel	Push prefs read/written to CRM; device token synced on change	CRM / Push provider, Push device token	Signed in; push permission granted	Device-level and user-level scope; changes require CRM sync	Push opt-in rate, opt-out rate
Email Marketing Preferences	Customer controls email marketing	Subscribe or unsubscribe from email marketing	CRM Prefs API updated; audit trail recorded	CRM	Signed in	Audit trail mandatory; CMP sync if consent-linked	Email opt-in rate

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Technical Sources

📎 Technical Source: In-App Inbox / Push Preferences

• FRD References: FRD-HEL-051, FRD-HEL-065, FRD-HEL-066
• TRD Domain: Engagement & Messaging
• Key Interfaces / APIs: In-App Feed (paginated), Message Acknowledge, Push Prefs Get/Update
• Data Contracts: InAppMessage (id, title, body, deeplink, expiry); PushPrefs (enabled, ts, source)
• Source Summary:
  • In-app feed freshness target: ≤60s (real-time or near-real-time)
  • Preference audit trail required (CRM compliance)
  • Stale feed (TTL exceeded): pull-to-refresh triggered
  • Push token synced on preference update
  • Engagement APIs: additive changes, 120-day deprecation