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SMSBAT Mobile App Usage Guide

Welcome to the SMSBAT Omnichannel Mobile App guide! This application allows your contact center operators to manage customer interactions, reply to messages, and utilize CRM contacts directly from their mobile devices.

Overview

The mobile app mirrors the core functionality of the SMSBAT Web Panel but is optimized for on-the-go usage. Operators can log in using their standard credentials.

Key Features

  • Unified Inbox: View all active chats across Viber, Telegram, WhatsApp, and Web Widget in one feed.
  • Push Notifications: Stay alerted to new messages instantly.
  • Contact Management: View CRM integrations, phone numbers, emails, and apply tags natively.
  • Smart Swiping: Swipe items in the chat list to quickly mark them as read/unread or close them.

Chats and Messages

Sending Messages

When inside an active chat, you have two distinct modes of communication:

  1. Client Messages (External)
  2. Used to reply directly to the customer.
  3. Text is sent immediately to the user's messenger context.
  4. Internal Notes / Comments (Internal)
  5. Used to leave notes for yourself or other operators (e.g., "Customer requested a callback tomorrow").
  6. Important: Internal notes are visually highlighted with an orange background. The customer cannot see these notes.

Chat Templates

If the 24-hour service window for a messenger (like WhatsApp or Viber) has closed due to customer inactivity, you cannot send standard text replies. The mobile app automatically handles this by restricting you to sending Approved Templates. Click the attachment/plus icon next to the chat bar to select and send a registered template.

Contacts, Tags, and Filtering

Contact Information

Tapping on a chat's header or the user's avatar opens the Contact Information modal. Here you can: - Edit Name/Email/Phone: Updates execute instantly and synchronize back with your SMSBAT CRM. - View Contact Origin: Determine exactly which channel (Viber Bot, SMS, etc.) the lead originated from.

Tag Management

Tags help organize your conversations: - Applying Tags: Inside a chat's Contact Info modal, you can select custom tags (e.g., VIP, Support, Urgent) which are shared organization-wide. - Filtering by Tags: On the main chat list, utilize the Search button to filter your inbox by specific tags, instantly narrowing down your view to relevant contexts.

Tip: Contact Tags and Chat Tags sync up in real-time. If you assign an "Urgent" tag on the web panel, the mobile app reflects it immediately via SignalR websockets.