Chatting and Messaging

Tapping on any conversation within the mobile application opens the Chat View, which is your interface for real-time interaction with the user.

Conversation History

This view displays the complete history of exchanges that have occurred between the user and your bot or you (the operator).

Sending Messages

If the conversation is currently assigned to you (under your operator control), you will have full access to the standard chat section to send direct text messages.

Attachment and Audio Tools You can use the following icons to enrich your messages:

• Clip Icon: Use this to upload and send attachments to the user, including:

  • Images and videos

  • Documents

  • Your current location

  • Files can be selected from your local storage or captured directly (on the fly).

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

Quick Response Templates

If your bot has Team Message Templates configured for operators, you can quickly invoke them:

• Flash Icon: Tap this icon in the chat menu to access and use your pre-configured response templates. This feature works the same way as the desktop conversation view.

Chat Constraints and Validity Windows

The ability to send free-form messages may be disabled if the attached channel enforces a validity window.

• Example: For a WhatsApp conversation, the platform generally restricts free-form chat (only allowing templates) if more than 24 hours have passed since the user's last message.

Context Menu and Actions

Use the context menu (usually three dots or a menu icon) in the top-right corner of the Chat View to access additional functions:

• Control Chat State: Access options to manage the current conversation status (e.g., reassigning the conversation).

• View Contact Details: View the user's details. The layout and specific information displayed here are based on the customer configuration set up in the desktop conversation view.

• Conversation Language: Change the conversation user language for conversation translation purposes (see the Conversation Translation page for details)

• Send Message: Send a broadcast to the current chat