Handle a conversation

Once you've picked or accepted a conversation, you can see it in Conversations. In addition to written messages, you can send images saved on your device and share your location with the customer.

If you're also using CP, any conversation you pick or accept there will be shown in the mobile app's Conversations list and the other way around.

At the top of the screen, you'll see the customer's name or phone number.

To see previous conversations from the customer, swipe down

Write a message

Type your message in the chat box at the bottom of the screen. You can also use emojis and copy-paste content into your message.

Take a photo and send it

Tap the plus button at the bottom left and select Camera. Select Use Photo to add the photo to your message. You can also add text and emojis. Tap the send button.

Send a photo from Gallery

To send an image:

  1. Tap the plus button on the left side of the chat input field .
  2. Select Gallery.

  3. Select the image you want to send.

    File details are shown above the chat input box. You can remove the attachment by tapping the icon. Your admin has defined the file types you're allowed to send.

  4. Send the message.

Read and add internal notes

Open internal notes:

  • when viewing the conversation, tap the three dots button at the top right and, in the action menu that opens, select Internal notes
  • in your Conversations, Picklist or History list, half-swipe left on the conversation, tap More, and select Internal notes

To add a new note, type a note in the New note field and tap Save. The note shows at the top of the screen.

End the chat

To end the chat, do one of the following:

  • when viewing the conversation, tap the three dots button at the top right and, in the action menu that opens, tap End chat
  • in your Conversations list, half-swipe or full-swipe left on the conversation and tap End chat

Confirm ending the chat.

For admins

In system Configurator, define the file types users are allowed to send in a conversation (System Services > Chat Settings > File Type Settings). Currently, supported file types are gif, heic, jpeg, jpg, and png.