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 photos and documents to the customer.

If the customer has sent messages you haven't seen yet, you'll see the number of messages in blue.

In Settings, you can select if you want to get notifications about new messages from customers in the conversations you're handling.

When you have a conversation open, you'll see the customer's name or phone number at the top of the screen. To see previous conversations from the customer, swipe down

Conversations list

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

You can search your conversations list by swiping down from the Conversations header row:

This makes the search field appear:

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

  1. Tap the plus button on the left side of the chat input field and select Camera.

  2. Take a photo and select Use Photo to add it to your message. You can also add text and emojis.

  3. To send the message, tap the send button .

Send a document or a photo from Gallery

To send an image or a document:

  1. Tap the plus button on the left side of the chat input field and select Gallery or Document.

  2. Select the image or file you want to send. You can also add text and emojis.

    You can remove the attachment by tapping the icon. Your admin has defined the file types you're allowed to send.

  3. To send the message, tap the send button .

Note: Currently, you can't send video files.

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:

  1. 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

  2. Confirm ending the chat.

Start a new conversation

To start a new conversation with a customer:

  1. Go to History and find a previous conversation with them.

  2. Open the conversation.

  3. Tap New conversation at the bottom of the screen.

Note: You can't start a new conversation from all types of chats, for example web chat or WhatsApp (when over 24 hours old).

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.