On the mobile app, navigate to the Inbox 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.
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.
Blocked Contacts inbox: Shows conversations of Contacts that have been blocked.
Team and Custom inboxes can only be created and configured on your desktop. Read about adding a custom inbox here.
Blocked Contacts inbox will be displayed only if you have access to view conversations of blocked Contacts and there is at least 1 blocked Contact in the Workspace.
Easily identify unread messages via the number in blue on a Contact, which also indicates the number of unread messages for the Contact.
The Unreplied Filter allows you to quickly find and respond to messages that haven't received a reply yet, ensuring that no important conversation gets overlooked.
Navigate to your Inbox tab.
Enable the Unreplied Filter: Tap the filter button at the bottom-right corner of your inbox.
Inactive state
(default): Shows all conversations.
Active state:
Filters only unreplied conversations. The button turns blue with a cross icon.
Disable the Filter:
Tap the button again or the cross icon to revert to showing all conversations.
This filter includes new messages and unreplied messages from February 12, 2025. Older messages will not be displayed when the filter is active.
You can share or download images that were sent or received. Just tap on the image to preview it and then tap the relevant icon at the top right of the image.
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).
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:
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 a voice or video message to send to your Contact. You can also preview your recording before sending it, re-record to make changes and delete the recording, adjust the playback speed and share the audio file.
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.
You can now include files (e.g. product images, PDFs) in Snippets on mobile.
This allows agents to:
Send commonly shared files (like brochures or product images) faster.
Avoid uploading the same files repeatedly for similar customer queries.
Maintain consistency in product messaging.
Go to your Inbox module on the mobile app.
Tap the Snippets icon in the message composer.
Select a Snippet that contains files.
You’ll see the file attachments listed below the Snippet text.
Tap Send to deliver the message and the files together.
The Snippet preview popup now shows a file count and filename so you know what’s included before sending.
Add a dynamic variable to personalize messages to your Contacts. Tap the icon to display a list of variables.
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.
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.
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.
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:
You can activate AI Assist by clicking the AI Assist icon on the message composer, or double tapping or long-pressing on any message, and then clicking Reply with AI Assist.
Initial Use: On first usage, you are introduced to AI Assist with an onboarding guide.
Regular Use: Subsequent usage will 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.
For channels that support reply-to, a reply-to preview for that message will be displayed.
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.
Translate messages instantly on our platform. You can translate incoming messages to understand customer needs in your preferred language.
Activation:
Double tap or long-press on any message, click Translate with Respond AI, and then select the language to be translated to.
You can also translate your own messages to reply to your customers in their preferred languages.
Activation:
Tap the + icon next to the message composer, tap the magic wand icon to display the list of AI prompts, tap Translate, and then select the language you want the message to translate to.
You may switch between View Original and View Translated to view the message in its original and translated languages respectively.
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.
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 action menu at the top right of the screen > tap Close Conversation.
In the Open tab, swipe Contact to the left > tap Close.
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.
There are 2 ways to do this.
From the conversation history, tap the Snooze icon > 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.
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.
You cannot snooze Contacts who have been blocked.
There are 2 ways to do this.
From the conversation history, tap the Unsnooze icon.
In the Snoozed tab, swipe Contact to the right > tap Unsnooze.
When you unsnooze a Contact, the Contact will appear in your Contact list.
You will also be notified when the Contact is unsnoozed. Here’s how:
Reminder Line Item: When a Contact is snoozed, a line displays at the top of the messaging console. It disappears once the contact is unsnoozed.
Push Notification: When the Snooze ends, a push notification is sent to the assigned agent(s) according to the workspace notification settings.
Notification Center: A corresponding entry appears in the notification center with the ⏰ icon and text prompting you to open the conversation.
You can search for Contacts, Messages and Comments in the search bar.
Learn more about Search here.
You can search for messages within a conversation with a Contact. There are 2 ways to do this:
Contact profile
Tap the Contact’s profile
Select “Search in Messages”
Three-dot action menu
Tap the three-dot action menu to open the list of actions
Select “Search”
Learn more about searching messages from a Contact’s conversation.
Stay organized and respond faster with:
Quick reply from notifications
Reply to messages directly from the notification drawer without opening the app. Simply tap “Reply” on a message notification to send your response instantly.
Image previews in notifications
View shared images directly within your notifications for better context and to help you save you time and effort when replying messages.
Notification Grouping by Contact
Keep your notifications tidy with automatic grouping by Contact (with Workspace name displayed). Tap a group to expand and see all related notifications or collapse for a cleaner view.
Type the Contact’s First Name, Last Name, Phone Number or Email address in the search bar.
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.
Tap the sort icon at the top right of the screen to sort your Contacts.
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).
Learn more about Contact searching, filtering and sorting here.
Tap the person icon at the top right of the screen > fill in the Contact’s information > tap Save.
Once the Contact has been added, the Contact will automatically be listed in the Closed tab.
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 action menu at the top right of the screen and tap View Contact Details.
To modify the Contact’s details, make changes to the details, and then tap Save.
If new custom fields are needed, you can configure them from your desktop via the Settings module.
You can also start a voice call with the Contact by tapping Call:
If a phone number is available, you will be directed to your mobile phone’s calling app with the phone number automatically populated.
If a phone number is not available, you will be directed to the Phone field with the keypad displayed for you to enter the phone number.
For organizations on the Enterprise plan with the phone number masking feature enabled, agents won't be able to see the Contacts’ phone numbers. This means they can't use the call feature. Even if an agent adds a phone number to the Contact, upon saving, it will be masked and the call feature will remain unavailable.
Once you’ve connected your HubSpot account to your workspace, you can also view HubSpot contact properties in the mobile app.
Learn how to connect your HubSpot account to your workspace here.
To view the HubSpot properties, select HubSpot under Contact Details.
You can also open the Contact’s profile directly in HubSpot by selecting View in HubSpot.
You can also tap to copy HubSpot properties and quickly paste them into another conversation or Contact detail, making it easier to share key information without switching between platforms.
Once you’ve connected your Salesforce account to your workspace, you can also view Salesforce contact fields in the mobile app.
Learn how to connect your Salesforce account to your workspace here.
To view the Salesforce fields, select Salesforce under Contact Details.
You can also open the Contact’s profile directly in Salesforce by selecting View in Salesforce.
You can also tap to copy Salesforce fields and quickly paste them into another conversation or Contact detail, making it easier to share key information without switching between platforms.
From the conversation history, tap the section below the Contact’s name, or tap the three-dot action menu at the top right of the screen and tap Assign User > select the user to whom you want to assign > tap Done.
Learn more about Contact assignment here.
From the conversation history, tap the section below the Contact’s name, or tap the three-dot action 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.
If Contacts are sending you spam messages, you can block the Contacts to stop receiving messages from them. From the conversation history, tap the three-dot action menu at the top right of the screen > tap Block Contact > tap Block.
Before blocking Contacts, you may want to refer to this guide to understand the implications of blocking them.
If Contacts have been mistakenly blocked, you can reverse the action and resume conversation with them. From the conversation history, tap the three-dot action menu at the top right of the screen > tap Unblock Contact > tap Unblock.
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 action menu at the top right of the screen > tap Enable 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.
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 action menu at the top left of the screen and tap Select Shortcut > tap the shortcut.
Shortcuts can be created from your desktop via the Workflows module.
You can view and stop any ongoing Workflows for a Contact with this option. To view the list of ongoing Workflows for the Contact, simply go to the conversation history and tap the three-dot action menu at the top right of the screen > tap Ongoing Workflows.
Tap Stop to stop the particular ongoing Workflow or tap Stop all to stop all ongoing Workflows for this Contact > tap Confirm on the pop-up screen and the selected ongoing Workflow or all ongoing Workflows will be immediately stopped.
