Engage Digital
Managing messages from a mobile device

Agents can choose to access the Inbox from a mobile device. Agents who do not regularly use a desktop machine — such as in retail shops, branch offices, or hospitality — may use this feature. Supported mobile devices have a screen resolution of 360 x 767 pixels and operate in portrait orientation only. Supported browsers are the latest versions of Chrome and Safari on iOS, or the latest version of Chrome on Android. 
 
The navigation and message actions in the Inbox are performed on mobile devices using similar controls as compared to the standard browser interface described in Managing messages in Inbox. This article shows the elements of the Inbox when viewed from a mobile device. It describes navigational differences and feature limitations in search, message management, and attachments support. The differences include:
The following features are not supported in mobile:
  • Escalating a message to a video call
  • Viewing an email preview
  • Printing a thread
The list of threads contains all the familiar elements from the Inbox:
  • Name of the folder
  • The list of the threads
  • Total number of threads in the list
  • Identity name
  • Avatar
  • Thread name
  • Categories
  • Channel icon
  • Assigned agent indicator
  • Timestamp of the last message in thread
  • Number of new messages
Filtering messages in a message thread based on the agent or identity for a message.

Finding messages in the chat view

To access the chat view, select a message in the thread.
 
To take action on a message in the chat view, tap on the message bubble.
Finding messages in the chat view
To compose a reply, select the Engage icon. Enter your reply and click the Send button.
Composing and sending a message

Finding the identity panel

To find the identity panel, tap on the message bubble and choose Identity.
Finding the identity panel

Finding the list of folders

To find the list of folders, click on the menu icon in the top left corner.
Accessing the list of folders through the icon in the top left menu
The list of folders is shown, together with the number of messages in each folder.
The list of available folders and number of messages in each folder

Searching message text on mobile

The search function on mobile is only text. There is no search assistant.

To search, enter a text phrase in the search bar, then tap Search.
Entering a text-only search
You can also search message threads by category.
Searching message threads by category
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