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Table of Contents

Messaging From Your Mobile

Wai Ting Yong Updated by Wai Ting Yong

Getting Here

On the mobile app, navigate to the Messages tab via the chat icon at the bottom screen.

If you have multiple Workspaces, you can check if you are at the correct Workspace from the mobile app settings prior to performing any action.

Managing Conversations

Selecting an Inbox

Tap the hamburger icon at the top left of the screen and tap the inbox that you want to view.

Selecting your inbox
  • 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.
Team and Custom Inboxes can only be created and configured on your desktop. Read about adding a custom inbox here.

Viewing and Sending Messages

Identify Unread Messages

Easily identify unread messages via the number in blue on a Contact, which also indicates the number of unread messages for the Contact.

Viewing and sending messages
Adding Comments

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).

Viewing and sending messages
Note that Comments are not visible to your Contact.

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:

Adding Media

#1 — Upload files, images and videos from your device or library.

- The supported file types include JPG, JPEG, GIF, BMP, PNG, TXT, XLS, XLSX, DOC, DOCX, CSV, PPT, PPTX, MP3, MP4, MOV, WAV, MPG, MPEG, ZIP, TAR, TGZ, GZ, PDF, LOG, XML.
- The maximum file size is 20MB.
Record Voice Message

#2 — Record a voice message to send to your Contact.

Send Snippets

#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.

Add Dynamic Variables

#4 — Add a dynamic variable to personalize messages to your Contacts. Tap the icon to display a list of variables.

Using AI Prompts

#5 - Reply messages using AI prompts. Tap the icon to display different type of prompts you can use.

To switch to a different Channel, tap the current channel above the messaging console and select another Channel from the list.
Keyboard Shortcuts

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.

Email Messages

#6 — 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.
Using AI Assist

AI Assist is a key feature in our messaging app, designed for automated and intelligent response drafting. It enhances user communication by providing quick and tailored responses.

Activation and Interaction:

  • Initial Use: On first click, you are introduced to AI Assist with an onboarding guide.
  • Regular Use: Subsequent clicks on the AI Assist icon trigger an immediate response draft.
  • AI Assist is visible and usable only when the message composer is empty.
  • You can edit AI-drafted responses by inserting them into the message composer.

Rating Responses:

  • In both the AI Assist console and message console, you can rate responses with thumbs-up or thumbs-down icons.
    • A thumbs-up triggers a confetti animation, indicating that the drafted response is correct and adequate.
    • The thumbs-down action is linked with a feedback mechanism that activates every third click, allowing you to provide specific insights for improving the AI responses.

Reply-to

The Reply-to feature improves communication by offering a straightforward way to reference specific messages within a conversation, especially useful when multiple topics are being discussed. This functionality allows you to clearly indicate which message they are responding to.

Using Reply-To:

  • You can activate reply-to by double-tapping or long-pressing on any message.
  • Swiping right on a message automatically adds a reply-to preview for that message.

If the channel isn't WhatsApp or Telegram, using reply-to or swiping right triggers an alert about unsupported channels.

Behavior After Activating Reply-To:

  • The message to be replied to gets highlighted and color-coded.
  • The contact name displays for incoming messages, and the assignee name for outgoing messages.
  • Switching to Channels not supporting reply-to removes the preview.
  • The reply-to preview truncates to one line with ellipses for longer texts.
  • You can interact with the reply-to preview:
    • Clicking it navigates to the specific message.
    • The cancel button removes the preview.
Reply-to gestures are disabled for messages in pending state.
After sending a Reply-To message, clicking the replied message leads to and highlights the message with a blinking effect.

Closing Conversations

There are 3 ways to do this.

  • From the conversation history, tap the Tick icon at the top right of the screen.
Closing conversation 1
  • From the conversation history, tap the three-dot menu at the top right of the screen > tap Close Conversation.
Closing conversation 2
  • In the Open tab, swipe Contact to the left > tap Close.
Closing conversation 3
Depending on the Closing Notes Settings, different options are available when closing a conversation:
- 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.
    Snoozing conversation 1
  • In the Open or Closed tab, swipe Contact to the right > tap Snooze > tap an option to snooze the conversation until a specific date.
Snoozing conversation 2
When you snooze a Contact, the Contact will be removed from your Contact list and placed in the Snoozed tab until the specified time. Once the snoozed time is up, the Contact will reappear in your Contact list.

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.
Unsnoozing conversation 1
  • In the Snoozed tab, swipe Contact to the right > tap Unsnooze.
Unsnoozing conversation 2
When you unsnooze a Contact, the Contact will appear in your Contact list.

You can search for Contacts, Messages and Comments in the search bar.

Learn more about Search here.

Search Messages from a Contact’s Conversation

You can search for messages within a conversation with a Contact. There are 2 ways to do this:

  • Contact profile
  1. Tap the Contact’s profile
  2. Select “Search in Messages”
  • 3 dot action menu
  1. Tap the 3 dot action menu to open the list of actions
  2. Select “Search”

Managing Contacts

Searching, Filtering and Sorting Your Contacts

Search for a Contact

Type the Contact’s First Name, Last Name, Phone Number or Email address in the search bar.

Filter your Contacts

Select the desired tab to filter your conversations.

  • All - This tab lists all conversations.
  • Open - This tab lists all open conversations.
  • Closed - This tab lists all closed conversations.
  • Snoozed - This tab lists all conversations that have been snoozed.
Sort your Contacts

Tap the sort icon at the top right of the screen to sort your Contacts.

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).

Adding Contacts

Tap the person icon at the top right of the screen > fill in the Contact’s information > tap Save.

Adding Contacts
Once the Contact has been added, the Contact will automatically be listed in the Closed tab.

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.

Viewing Contact Details

If you have made changes to the details, tap Save.

If new custom fields are needed, you can configure them from your desktop via the Settings module.

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.

Assigning Contacts to a User
Learn more about Contact assignment here.

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.

This moves the Contact to the Unassigned inbox. Learn more about Contact assignment here.

Automation and Workflow Tools

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.

Enabling or Disabling Dialogflow Bot

To disable it, repeat the step and tap Disable Dialogflow Bot.

This option is unavailable if Dialogflow is not connected to your Workspace. Learn more about connecting Dialogflow to your Workspace here.

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.

Selecting shortcut
Shortcuts can be created from your desktop via the Workflows module.

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