Jul 30
App-user chat replies not delivered — render as incoming
Environment
- Shake Android SDK 17.2.2 (latest); same issue reproduces on our iOS app.
- Affects many end users, both platforms.
What works
- Shake.registerUser(<appUserId>) succeeds — the user shows up in the Dashboard.
- Submitting a new ticket works; its first message is delivered and visible on the Dashboard
under that user.
- Unread-chat-messages listener fires (chat receive channel is connected).
What fails
- When the registered app user sends a REPLY in the in-app chat, the message is never
delivered to the server — it does not appear on the Dashboard.
- In the app's chat screen, the user's own outgoing messages render on the LEFT side
(as if incoming/from support) instead of the right.
Repro
1. Register user via Shake.registerUser after Shake.start.
2. Submit a ticket → first message arrives on Dashboard under that user. OK.
3. Open that ticket's chat, send a follow-up message.
→ Message shows locally as incoming (left), never reaches Dashboard.
Diagnostics already done (ruled out on our side)
- Registration confirmed server-side (user visible on Dashboard), and it runs BEFORE chat is opened.
- The shake-open callback reports the correct user id.
- Disabling our app's Certificate Transparency enforcement made no difference.
- Sending a chat reply triggers no app-facing SDK callback, so the send path is entirely internal to the SDK.
Attachment:
Chat screen shot - on it first message "How come?" sent from the support (shake website) other messages sent from phone user.
Our read
- Looks like the outgoing chat message is stamped with a userId that doesn't match the registered endUserId, so it's treated as incoming and not delivered as the user's own message.
Question
- What determines the author (userId/endUserId) on an outgoing app-user chat reply, and why would it mismatch the registered user? Any known issue in 17.2.2 on the reply/chat path?
Pending