Chatting and Messaging

Chat View

Accessing any conversation within the mobile app brings you to the Chat View, the interface for real-time interactions with users.

Conversation History

This section shows the full exchange history between the user and either the bot or you, the operator.

Sending Messages

When the conversation is assigned to you, you gain full access to the chat section, allowing you to send direct text messages.

Attachment and Audio Tools

Enhance your messages using these icons:

• Clip Icon: Upload and send attachments, such as:

  • Images and videos

  • Documents

  • Your current location

Attachments can be selected from local storage or captured directly.

• Microphone Icon: Tap to record an audio message directly from your phone and send it instantly to the user.

Quick Response Templates

If your bot includes Team Message Templates configured for operators, you can easily use them:

• Flash Icon: Tap this icon in the chat menu to access your pre-configured response templates. It functions similarly to the desktop version.

Chat Constraints and Validity Windows

The ability to send free-form messages may be restricted by certain platforms that enforce a validity window. For instance, in a WhatsApp conversation, the platform usually limits free-form chat to within 24 hours of the user's last message, allowing only template messages after this period.

Context Menu and Actions

Access the context menu (typically represented by three dots or a menu icon) in the top-right corner of the Chat View to utilize additional functions:

• Control Chat State: Manage the current conversation status, such as reassigning the chat.

• View Contact Details: Display user's details based on the desktop conversation view configuration.

• Conversation Language: Change the language settings for conversation translation. Refer to the Conversation Translation page for more details.

• Send Message: Broadcast a message to the current chat.