UChat introduced mobile apps for android & iOS, in this help documentation, we will show you how to use the mobile app with UChat seamlessly.

Download the UChat mobile app

You can download the mobile app from the link below or search “UChat live chat” in AppStore, or search “UChat” in Google Play.

iOS download link: Apple App Store

Android download link: Google Play Store

Download the non-UChat Branded mobile app - UChat partner only.

Learn more about

Features of Mobile App

Set up your live chat settings

Depending on the live chat settings you have, it will trigger the live chat to our mobile apps or the web chat platform we integrate with.

You can go to the settings in your current channel, and then select “Live Chat”, you will find the settings below:

UChat will not only offer mobile apps to handle live chat, you will also be able to live chat with other web chat platforms in the future.

So here you can select mobile apps, and then the conversation will be pushed to our mobile apps.

Regarding SMS & Email profile settings, UChat mobile apps allow you to reach out to the user if the user is out of the contact window( for messenger, Instagram, WhatsApp, it’s the 24-hour window, for Google Business messenger, it’s 30 days, etc)

If you have set up your SMS & email provider, you will be able to send SMS and email to the user in the mobile apps & in our live chat window.

Assign the conversation

Assign the conversation in the flow builder

After you use the “Talk to human/Pause automation” action in the flow builder, it will pause the bot, and then activate the live chat.

You can find the “assign to agent” action in the basic actions, and then you can select the team members you want to assign to.

You can set up your own rules to assign the conversation once the user “pauses the notification”, for example, you can use “Split” to randomize and assign the conversation/tickets.

You can also assign the conversation according to the time & week of the day.

You can also assign the conversation based on the selection the user makes in the bot. For example, they want to reach out to different departments of your business.

Assign the conversation in the live chat window

In the live chat window, you can first check the “unassigned” and “all” conversations, and also the conversation assigned to you.

If you go to the unassigned conversation, you can click the “icon” on the live chat, and you can then select your team member to assign this conversation.

Assign the conversation in UChat mobile app

You can also assign the conversation in our mobile app, you can select the “unassigned” conversation from the top right corner.

Then it will pull out all the unassigned conversations, you can swipe the conversation to the left and then select the “assign” action to assign to one of your team members.

You can also click into the conversation, and then select the top bottom right “...”, this will pop up more options for the current user.

And then you can select “Assign” and then select the team member.

Switch between inbox & done folder

Inbox & done folder is a nice way for you to organize the conversations. You can “mark the conversation” as done if the ticket is resolved.

Switch in the flow builder

You can use the “mark conversation open” & “mark conversation done” action in the basic action to switch the conversation between the inbox & done folder. Please note this doesn’t have anything to do with pause/resume automation.

Switch in the live chat

In the live chat window on the UChat desktop, you can click the icon below to mark the conversation as done.

And if you click the inbox dropdown, you can switch to the done folder for all the conversations.

Switch in the mobile app

You can switch between inbox/done right from the navigation, as per screenshot below:

If you click into the conversation, you can find the “Reopen” & “Done” at the top of the navigation, you can easily switch between the inbox & done folder.

Pause/Resume automation

If you use the “pause automation” action in the flow builder, then all the messages will forward to the live chat solution you select. UChat mobile app is just one of them.

Also if you click into detailed conversations, you will find the option to “pause” or “resume” automation.

For all the already paused conversations, you will find the little “pause” icon in the conversation lists.

Also, as the agent, if you reply to the user directly(if the contacts are within the engagement window), you will pause the automation for the user automatically, by default, it’s 30 mins, and you can add more time to the pause.

After the pause time passes, the user will go back to the chatbot automation.

Also if you send the subflow to the user, after the user receives the subflow, they will go back to the chatbot automatically.

Live chat with customer

During the live chat with your customers, we support you to send the chat, SMS, and Email(if the contact has these values).

Also, you will be able to send images, and files, and even take a picture with your camera.

You will also be able to send the flows right in the live chat.

We also support you to send canned responses - Shortcut right in the live chat.

You need to first set up all the shortcut in UChat.

After you set up the shortcut in UChat, you will be able to select and use these canned responses in the mobile app(notes, chat, email, sms)

In the live chat conversation window, you will be able to also update the email or phone number, and also hide the messages from the bot.

If you hide the messages from the bot, then it will only show the live chat with the contacts, all the bot engaged conversations will be hidden.