The Botmaker mobile app lets you handle conversations from your phone (iOS and Android) just like in Botmaker Web: take conversations, reply, transfer, close chats, and check your customers' information. If you already use the web version, almost everything will feel familiar: the features are the same, adapted to a messaging-app style of interaction.

You can:

• Change your availability status and the project you're working on.
• Filter and search conversations.
• Reply with text, voice notes, attachments, quick replies, and WhatsApp templates.
• Assign, transfer, snooze, and close conversations.
• Call your customers and view their profile.

Prerequisites

Download the app by searching for Botmaker on the App Store (iPhone) or Google Play (Android). Log in the same way you do in Botmaker Web: the method depends on how your company is set up.

Important: keep the app up to date. To see the new version, you need to have automatic updates turned on on your phone or update the app manually from the App Store or Google Play. If you don't update, you'll keep seeing the previous version.

Important: turn on notifications. If notifications are off, conversations from your queues won't be assigned to you while the app is running in the background, and you won't be alerted about new messages. We explain how to turn them on in Step 1.

Key concepts

Status: shows whether you're available. Only Online receives new conversations; the others (Busy, Break, Lunch, Coach, Online (not available)) keep you connected without receiving chats.

Project: the Botmaker account you're working in, if you handle more than one.

Classification: the category you assign when closing a conversation. It's defined by your account and is used to measure contact reasons.

How to use the app

The app has three tabs in the bottom bar: Chats (your conversations), Contacts (contacts and companies), and Profile (your status and settings).

Step 1: Set up your profile

Tap Profile in the bottom bar and check three things, because if any of them isn't set correctly, you won't receive conversations:

• Status: tap it and choose Online.
• Project: if you work in more than one account, tap it and choose the right one. The app reloads automatically with that project's conversations.
• Notifications: turn on the toggle. If your phone asks for permission to show Botmaker notifications, tap Allow; if you declined before, turn them on from your phone's settings.

On this same tab, you can change the Language, go to Botmaker Web, and see the app version at the bottom of the screen.

Step 2: Find your conversations

In Chats, you'll see your conversations, with pinned ones grouped at the top. Each row shows the channel logo, a preview of the last message, who it's assigned to, and the number of unread messages. The row color indicates how long the customer has been waiting for a reply.

To filter, use the shortcuts below the logo (Unread, Archived, My active chats…) or tap the filters icon to see all of them: by tag, queue, channel, date, and more. To remove them, tap Clear. With the magnifying glass, you can search by customer name or by the text of a message.

Step 3: Reply

Tap a conversation to open it. From the message field, you can:

• Tap + to attach a photo from the Camera, from the Gallery, or a Document.
• Tap the lightning bolt to insert a quick reply, with variables already filled in.
• Tap the microphone to record a voice note. You can listen to it before sending it or swipe to cancel.

To react to, reply to, or copy a message, press and hold it. You can also swipe it sideways to reply directly.

Note: for security, files go through an antivirus check before they can be opened, so they may take a few seconds to become available.

Step 4: Manage the conversation

The chat header has three buttons:

• Phone: call the customer via WhatsApp, phone, link, or video. When the call ends, the chat shows a card with the call's duration and summary.
• ⋯ (Options): groups the management actions, such as Assign to another agent or transfer to another queue, Release chat, Run bot flows, Deactivate bot, Snooze, send a WhatsApp template, or Download conversation as a PDF.
• Check mark in a circle: closes the conversation. Choose the right classification and tap Close conversation. Choosing one is required, because it's what makes it possible to measure contact reasons.

If you tap the customer's name in the header, you open their profile: there you can see their contact details, shared files, starred messages, tags, internal notes, and variables. Notes are only visible to agents, never to the customer.

Step 5: Check your contacts

In Contacts, you'll find your account's directory, split into the Contacts and Companies tabs. Tap one to see its details, message it, or call it, or tap the + button to create a new contact or company.

What changed with the redesign

If you were already using the app, here's what you'll notice:

• New navigation with three tabs: Chats, Contacts (new), and Profile.
• Chat list with a pinned section, a new filter bar, and clearer rows.
• WhatsApp-style conversations: press-and-hold menu, swipe to reply, starred messages, and older messages that load automatically.
• More actions from the chat: AI-generated summary, closing with a classification without leaving the chat, snoozing, and PDF download.
• Redesigned attachments, voice notes, and calls, with file previews, playback speed, and calls you can minimize.

Important considerations

• The redesign is rolled out gradually, account by account. Even if your app is up to date, you may still see the previous design. This is expected: until it's enabled for your account, the app keeps the previous design with all its features.
• Without notifications, you don't receive conversations in the background. Make sure they're turned on both in the app and in your phone's settings.
• Only "Online" receives conversations. Remember to switch back to that status after a break.

Remember to visit our Help Center for further information.