Preliminary configuration
The mobile app is a client that consumes the settings and data defined on the web platform. For a complete app experience, it's critical that the organization properly configure channels, users, teams, tags, and other elements from the website.
Creating user and agent accounts:
Users and agents must be created and assigned to accounts from the web dashboard. Only then will they be able to log in and operate in the mobile app.
Communication Channels.Channel integration (WhatsApp, Facebook, Email, etc.):
Messaging channels must be connected/configured from the website. Only active channels will appear in the app for sending and receiving messages.
Defining labels and quick replies (macros):
Labels for classifying conversations and quick replies must be created on the web. They will then be available for use in the app.
Creating teams and assignment rules:
Agent teams and automatic conversation assignment rules are configured on the web. This allows the app to display them correctly.
Configuring custom contact/conversation attributes:
If you want to view or edit custom attributes in the app, they must first be defined in the web platform.
Notification and permission settings:
Notification preferences (which notifications to receive and how) can be set on the website and are synced with the app.
Defining custom statuses:
If the organization uses custom availability statuses, they must be created on the web so agents can select them in the app.
Bot and automation setup:
Autoresponder bots and automated flows are set up on the website. The app only executes them or displays results.
Permissions and Roles
Each user's permissions (what they can see or do in the app) are defined on the website.
| Functionality in the app | Where is it configured? | Is it mandatory to configure it on the web? |
|---|---|---|
| Users and agents | Web | Yes |
| Communication channels | Web | Yes |
| Labels and macros | Web | Yes |
| Teams and assignments | Web | Yes |
| Custom attributes | Web | Optional, but necessary to view them |
| Notifications | Web/App | Optional |
| Bots and automations | Web | Yes |
| Permissions and roles | Web | Yes |