Table of Contents
- Getting Here
- Overview
- Selecting an Inbox
- Searching, Filtering and Sorting Your Contacts
- Viewing and Sending Messages
- Adding Contacts
- Closing Conversations
- Snoozing Conversations
- Unsnoozing Conversations
- Assigning Contacts to a User
- Unassigning Contacts from a User
- Enabling or Disabling Dialogflow Bot
- Selecting Shortcut
- Viewing and Editing Contact Details
Messaging From Your Mobile
Updated
by Wai Ting Yong
- Getting Here
- Overview
- Selecting an Inbox
- Searching, Filtering and Sorting Your Contacts
- Viewing and Sending Messages
- Adding Contacts
- Closing Conversations
- Snoozing Conversations
- Unsnoozing Conversations
- Assigning Contacts to a User
- Unassigning Contacts from a User
- Enabling or Disabling Dialogflow Bot
- Selecting Shortcut
- Viewing and Editing Contact Details
Getting Here
On the mobile app, navigate to the Messages tab via the chat icon at the bottom screen.
Overview
The Messages tab shows the Contact list. You can perform various actions here, such as:
- Selecting an Inbox
- Searching, Filtering and Sorting Your Contacts
- Viewing and Sending Messages
- Adding Contacts
- Closing Conversations
- Snoozing Conversations
- Unsnoozing Conversations
- Assigning Contacts to a User
- Unassigning Contacts from a User
- Enabling or Disabling Dialogflow Bot
- Selecting Shortcut
- Viewing and Editing Contact Details
Selecting an Inbox
Tap the hamburger icon at the top left of the screen and tap the inbox that you want to view.
- Standard Inbox
- All: Shows all conversations.
- Mine: Shows only conversations that are assigned to you.
- Unassigned: Shows only conversations that haven’t been assigned.
- Team Inbox: Shows the inboxes of each Team in the Workspace.
- Custom Inbox:
- Created by me: Shows all inboxes created by you.
- Created by others: Shows all inboxes shared with you.
Searching, Filtering and Sorting Your Contacts
#1 — Search for a Contact: Type the Contact’s First Name, Last Name, Phone Number or Email address in the search bar.
#2 — Filter your Contacts:
- Open - This tab lists all open conversations.
- Closed - This tab lists all closed conversations.
- Snoozed - This tab lists all conversations that have been snoozed.
#3 — Sort your Contacts: Tap the icon at the top right of the screen > Tap an option to sort your Contacts by:
- Newest Message - This option sort Contacts by newest to oldest messages.
- Oldest Message - This option sort Contacts by oldest to newest messages.
- Longest Open / Closed / Snoozed - Depending on the tab filter, sort Contacts by the longest length of time the conversation has been opened, closed or snoozed (from longest to shortest duration).
- Shortest Open / Closed / Snoozed - Depending on the tab filter, sort Contacts by the shortest length of time the conversation has been opened, closed or snoozed (from shortest to longest duration).
Viewing and Sending Messages
Easily identify unread messages via the number in blue on a Contact, which also indicates the number of unread messages for the Contact.
Tap a Contact to view the messages. Easily toggle between adding a comment for internal discussion (by tapping the yellow Comment icon) and communicating with your Contact (by tapping the blue Pencil icon).
Tap the messaging console at the bottom screen to compose and send messages to your Contact. You can also tap the + icon next to it to display more options:
#1 — Upload files, images and videos from your device or library.
- The maximum file size is 20MB.
#2 — Record a voice message to send to your Contact.
#3 — Select a Snippet to send to your Contact. To view the full Snippet, tap and hold the Snippet. Snippets can be created from your desktop via the Settings module.
#4 — Add a dynamic variable to personalize messages to your Contacts. Tap the icon to display a list of variables.
To switch to a different Channel, just tap the current channel above the messaging console and select another Channel from the list.
You can also use our handy keyboard shortcuts below to save time and work more efficiently:
Shortcut | Action | |
Snippets | Slash sign / | Choose from a list of snippets displayed. |
Dynamic Variables | Dollar sign $ | Choose from a list of Dynamic Variables displayed. |
Mentions | At sign @ | Choose from a list of users displayed. |
- Messages that are unsupported will have a fallback display with Unsupported Message or Custom Payload text.
- Some messaging Channels have a limited messaging window. After a certain period, you will not be able to to send messages to your Contacts and will have to use WMT or Message Tags to continue the chat. Read more about messaging windows here.
#5 — Add your subject line together with the email body before sending.
- By default, the subject line should show the previous email’s subject line.
- To reply to an email thread, tap "Reply" to add its subject to your reply.
- For new emails or threads, edit the subject line in the message composer.
Adding Contacts
Tap the person icon at the top right of the screen > fill in the Contact’s information > tap Save.
Closing Conversations
There are 3 ways to do this.
- From the conversation history, tap the Tick icon at the top right of the screen.
- From the conversation history, tap the three-dot menu at the top right of the screen > tap Close Conversation.
- In the Open tab, swipe Contact to the left > tap Close.
- Yes: If the setting is not enabled.
- Add closing notes: If it is mandatory to close each conversation with a Closing Note.
- Close without closing notes: If it is not mandatory to close each conversation with a Closing Note.
Snoozing Conversations
There are 2 ways to do this.
- From the conversation history, tap the three-dot menu at the top right of the screen > tap Snooze Conversation > tap an option to snooze the conversation until a specific date.
- In the Open or Closed tab, swipe Contact to the right > tap Snooze > tap an option to snooze the conversation until a specific date.
Unsnoozing Conversations
There are 2 ways to do this.
- From the conversation history, tap the three-dot menu at the top right of the screen > tap Unsnooze Conversation.
- In the Snoozed tab, swipe Contact to the right > tap Unsnooze.
Assigning Contacts to a User
From the conversation history, tap the section below the Contact’s name, or tap the three-dot menu at the top right of the screen and tap Assign User > select the user to whom you want to assign > tap Done.
Unassigning Contacts from a User
From the conversation history, tap the section below the Contact’s name, or tap the three-dot menu at the top right of the screen and tap Assign User > tap Unassign > tap Done.
Enabling or Disabling Dialogflow Bot
Using Dialogflow, you can create a bot to direct a user through conversations and understand their intentions.
To enable this, go to the conversation history and tap the three-dot menu at the top right of the screen > tap Enable Dialogflow Bot.
To disable it, repeat the step and tap Disable Dialogflow Bot.
Selecting Shortcut
Use this option to initiate a Workflow that is created with the “Shortcut” trigger.
To initiate a Workflow, go to the conversation history and tap the lightning icon at the top right of the screen, or tap the three-dot menu at the top left of the screen and tap Select Shortcut > tap the shortcut.
Viewing and Editing Contact Details
Use this option to view and edit the Contact’s details.
To view the Contact’s details, go to the conversation history and tap the Contact’s name at the top screen. Alternatively, tap the three-dot menu at the top right of the screen and tap View Contact Details.
If you have made changes to the details, tap Save.
