Which of the following is true about customer visibility in in-app messaging?

The correct answer is that customers see in-app messages (IAMs) only when they are active in the app. This is crucial for maintaining engagement and ensuring that users receive timely and relevant messages while they are interacting with the application. In-app messaging is specifically designed to be contextually relevant, meaning that displaying messages when users are engaged with the app enhances the likelihood of a positive response and interaction.

If IAMs were shown regardless of the customer's activity, it would lead to a disjointed user experience, as users might miss important context or details if they are not currently using the app. The nature of in-app messaging relies on reaching users when they are most likely to engage with the content, which is while they are actively using the app. This method is beneficial for delivering targeted messages that can help guide the user through specific actions or provide them with timed offers and announcements appropriate to their session.

This approach emphasizes the importance of timing and context in user engagement strategies, highlighting why active participation in the app is a prerequisite for receiving in-app messages.