Lead Routing Delay caused by Firebase Cloud Messaging (FCM)

We have received feedback from some of our salespersons in which they have not been receiving leads or been receiving leads after long delays. After investigations, our Technical Department has concluded that our routing system works normally and the delays are caused by Firebase Cloud Messaging (FCM), a third-party platform owned by Google which is responsible for delivering the lead notification messages to end users.

FCM is the de-facto standard push-messaging platform used by all Android devices and handles billions of messages. While normally FCM delivers most lead notification messages in near real-time (within 5 seconds), some messages may take longer due to the network conditions, and so we allow a 3-minute window before we consider the end user as unreachable or unresponsive and reroute the lead.

From our logging data in the past few days, we still see the leads are being delivered at the expected near real-time speed, but more than the usual number of the lead notification messages have exceeded this 3-minute window and then rerouted, indicating possible performance issues with the FCM service which are regrettably out of our control.

FCM has not publicly announced any performance issues or disruptions, and it is unclear if the issue is impacting only SalesCandy or also their other customers. We are monitoring the situation and we expect that normal performance will be restored once FCM resolves their issues. In the event that the situation does not improve, we will prepare an alternative solution to solve it.

Please be assured that no leads are lost due to this issue. We have tested and the leads will still be delivered after several tries, however, with considerable delays in some cases.