Overview
Kayako created an app for both Android and iOS so you can stay in touch with your clients and your team, wherever you are. Kayako apps are free and available for both iOS and Android devices. This app allows you to:
- Add a Conversation, User, or Organization
- Reply to and Update a Conversation
- Add a Private Note to a Conversation
- Use a Macro to Reply to or Update a Conversation
- Trash or Restore Conversations
This article provides details on how to use the Kayako Android App for the functions listed above.
Prerequisites
You can download the Kayako App to your Android phone or tablet from the Google Play store.
Once you have installed it on your Android device, the app will prompt you to enter your Kayako URL, username, and password.
We also recommend that you go through the following articles first to have a better understanding of the Kayako App features:
- Refer to the article Kayako Mobile Apps for iOS and Android to know the features that you can expect from the app.
- For messenger integration using the Android SDK check our article Integration Guide.
If you're an iOS user, please refer to the article Managing Conversations via the Kayako iOS App instead.
Lastly, to use the Kayako mobile app, you will also need an agent, collaborator, or administrator account to log in with. Now, let us proceed with learning how to use the app.
Solutions
Adding a Conversation, User, or Organization
After logging in to the Kayako app, you will see the inbox view where all of your active and assigned conversations are listed. While in the inbox view, you can add a conversation, user, or organization. This option is not available in Kayako iOS App.
Check out the Adding a Conversation, User, or Organization in Kayako Android Mobile App KB article to learn more about this topic.
Replying to and Updating a Conversation
While on the inbox view, you can select a conversation and reply to it or update its properties such as the status, type, priority, assignee, and etc.
Check out the Replying to and Updating a Conversation in Kayako Android Mobile App KB article to learn more about this topic.
Adding a Private Note to a Conversation
In addition to replies and updates, you can also add private notes that only your team will be able to see while using the mobile app.
If you need help adding a private note, refer to the article Adding Private Notes to Capture More Context.
Check out the Adding a Private Note to a Conversation in Kayako Android Mobile App KB article to learn more about this topic.
Using a Macro to Reply to or Update a Conversation
Macros let you automate common conversation replies and updates, and you can use them when responding to customers from the Android app.
If you need more help, read our user guide article on Automating Common Replies and Updates Using Macros.
Check out the Using a Macro to Reply to or Update a Conversation in Kayako Android Mobile App KB article to learn more about this topic.
Trashing or Restoring Conversations
You can trash conversations – either in bulk or individually – to clear out spam from the queue. You can also restore conversations that were trashed by mistake.
Check out the Trashing or Restoring Conversations in Kayako Android Mobile App KB article to learn more about this topic.
Testing
Download the Kayako Mobile App for Android and click the link of the article to get the steps for each solution above.
ATLAS
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