Use the Mobile Smart Inbox
Use All and channel-specific Smart Inbox views, customer context, replies, media, assignment, and handover on mobile.
Overview
The All view is the default combined queue. Available tabs may include WhatsApp, Facebook Messenger, Instagram Messenger, Facebook Comments, Instagram Comments, Telegram, and Email where inbound email is enabled.
STEPS
- Open Smart Inbox.
- Start with Assigned to Me and Unread.
- Review channel, history, and contact context.
- Reply or use an approved reusable response.
- Update tags, fields, notes, and status.
- Assign, transfer, or hand over when required.
Who should use it
Workspace owners, managers, agents and authorized mobile or reporting users.
Before you begin
- Use a unique user account.
- Confirm the active workspace and role.
- Use test users or fictional customer data.
- Protect mobile devices and sensitive reports.
Main concepts and fields
| Concept / Field | Meaning or Use |
|---|---|
| Mobile Session | Authorized app sign-in. |
| Push Notification | Device alert. |
| Workspace | Selected business environment. |
| Assignment | Conversation or task owner. |
| Device Security | Screen lock, biometric and app updates. |
Test and verification
- Complete one successful path with fictional data.
- Complete one invalid, failure or permission path.
- Confirm the result appears in the correct workspace and module.
- Confirm the correct person or team can review and continue the work.
Common issues and solutions
| Issue | What to Check |
|---|---|
| User cannot see the module | Team, role, active workspace and account status. |
| Assignment or notification is missing | Owner, device/browser permission and routing rule. |
| Report is empty or different | Date range, PKT, workspace, provider definition and sync delay. |
| Former user still has access | Disable account, revoke sessions and rotate shared credentials. |
Security, privacy, consent, cost and provider notes
- Use only data the business is authorized to process.
- External provider charges, policies, approvals, limits and availability remain separate.
- Do not expose passwords, API keys, tokens, webhook secrets, payment credentials or private customer data.
- Use human review for sensitive, regulated, urgent, financial or final decisions.
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