Replying to or Updating a Conversation in Kayako iOS Mobile App

Overview

Just like with Kayako on the browser, once you have reviewed a conversation and understand the customer's issue, your next step is to draft and send a reply. Using the Kayako mobile app for iOS, you can reply to any conversations you have access to and also update a support conversation in your inbox.

 

Diagnosis

The support team will probably spend the majority of their time with Kayako replying to customer conversations. 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.

The Kayako mobile app for iOS allows you to reply to or update conversations while you are away from your computer.

NOTE: This platform does not support the use of macros as well as adding conversations, users, or organizations. Only Kayako for Android does.

 

Prerequisites

• To use the Kayako mobile app, you will need an agent or administrator account to log in with.
• Installed Kayako App on your iPad or iPhone from the App store.

 

Solution

To reply to and update a conversation:

1. Launch the Kayako app and sign in to your account.
2. Tap the Inbox view to see the list of active conversations.
3. Tap to open and view a conversation.
4. To review and update the conversation's properties, tap the information (ℹ︎) button on the top-right side of the screen. 
5. On this screen, you can review and update the conversation's Assignee, Status, Type, Priority, Tags, and custom fields.
6. After making your changes, tap the checkmark at the top of the screen to update the conversation.
7. When you are ready to reply, tap the Reply bar at the bottom of the screen to start composing your message.
8. Once you've finished writing your reply, tap the Send icon to send your message to the customer.
9. You can also send a photo, by tapping the camera icon and taking or selecting a photo to add to your reply.
10. Finally, if you need a second pair of eyes on the conversation, you can send a link to it by tapping the menu (...) icon and tapping Share Conversation.

For more information about sending a response, read our article about replying to support conversations. 

 

Testing

Go ahead and download the Kayako Mobile App for iOS and try the steps outlined above.