Mobile console
Handle conversations, browse the floor and check customer context using the mobile console's touch controls.
What it is
The mobile console is INSIDE's touch-oriented operator workspace. You can browse visitors, handle conversations and open customer context through mobile screens. The Store App uses this workspace and adds native device functions.
Who uses it and why
- Operators handle permitted customer conversations while using a phone or tablet.
- Supervisors review customer work and use queue assignment where their permissions allow it.
Where to find it
Sign in to INSIDE through your mobile access or open the INSIDE Store app. Bottom navigation provides the Floor, Queue, My Stats, My Calendar and More entry points according to your access. Search appears when permitted.
Under More, available options include Edit My Look, Account Settings, Add Contact, Tickets, Appointment Schedule, My Links, About and Log Out. Website features and account access affect which options you see.
How it works
- Open the Floor to browse visitors. Use All or Online where those choices are available.
- Tap a visitor to open customer details or the conversation. Swipe between the visitor summary and conversation views, and use the chat tray to move between conversations.
- Compose a reply. Depending on the platform and website setup, conversation tools can include Saved Responses, Saved Links, product tools and attachments.
- Open customer context for notes, flags, favourites, contact details and conversation history as needed.
Use Queue to browse waiting work. Platform filters show the relevant channel types and counts. The list loads 25 items at a time as you browse. Select an item to view the visitor, take the conversation or assign it when those controls are available.
My Calendar opens appointments and note reminders. More › Account Settings holds personal account choices, including the separate mobile Dark Mode switch.
Configure it
A colleague with the Settings role manages operator access in Settings › Account › Operators. Review the Store App role and its options, especially Show Queue, Hide Historical Visitors on Floor, Hide Search, Restrict Search and Manage Tickets (BETA).
Queue assignment also depends on your transfer permissions. Can cherry pick conversations from the queue determines whether the mobile queue offers the take action beyond its first item. Product, video, sharing and scheduling controls also need their corresponding website features.
Permissions
| Permission | Lets you |
|---|---|
| Store App | Group mobile operator permissions for available screens and actions. |
| Show Queue | Show the mobile Queue screen. |
| Hide Historical Visitors on Floor | Restrict the floor to its permitted live view by hiding historical visitors. |
| Hide Search | Hide the mobile search entry point. |
| Restrict Search | Limit search to the operator's favourite customers and previous engagements. |
| Manual Proactive Conversations | Allow the mobile manual proactive conversation action when otherwise available. |
| Screen Sharing | Allow the mobile sharing controls when supported by the conversation. |
| Manage Tickets (BETA) | Enable mobile ticket handling when website tickets are enabled. |
| Can cherry pick conversations from the queue | Allow taking a selected queued conversation rather than only the first item offered by the mobile queue view. |
Limits and good to know
- Mobile has its own screens and controls. A desktop tool is not necessarily available on mobile.
- Without Show Queue, the queue entry point is hidden.
- Without permission to cherry pick, the mobile queue only offers taking its first item.
- Assignment is hidden when your operator has none of the applicable transfer permissions.
- Email handling needs website tickets enabled and Manage Tickets (BETA) access.
- The floor's channel selector requires you to wind down and become unavailable before switching channels. It also blocks switching during an active audio or video conversation.
- Typed-message storage is local. Do not assume an unfinished reply will follow you to another device.
Depends on and works with
+18 more · this feature uses
- Chat queueEnhances
The mobile queue shows and takes permitted queued work.
- Transferring conversationsEnhances
Assignment actions use the operator's transfer permissions.
- Saved responsesEnhances
Saved Responses is available in supported mobile conversations.
- Attachments in conversationsEnhances
Supported conversations can use attachment controls.
- Conversation history and searchEnhances
Customer work includes available conversation history.
- Store product selection for chatEnhances
Available product tools support mobile conversation work.
- Customer contact detailsEnhances
Mobile visitor context includes available contact details.
- Email ticket handling and statusesEnhances
Mobile ticket work depends on the website ticket feature and mobile permissions.
- Browser video and audio callsEnhances
Supported mobile conversations can offer video or browser-audio controls.
- Operator screen sharing with visitorsEnhances
Mobile sharing controls depend on conversation capabilities and permissions.
- My Look operator avatar choicesEnhances
Edit My Look is available from More.
- Stats Bar and My StatsEnhances
My Stats presents personal performance information.
- Dark mode for the consoleEnhances
Account Settings provides a separate mobile Dark Mode preference.
- Calendar appointments and remindersEnhances
My Calendar provides appointment and reminder work.
- INSIDE Store App for mobileEnhances
The native Store App hosts the mobile console and adds device integration.
- Live visitors on the floorRequires
The mobile floor needs the visitor lists supplied for the selected channel.
- Login and email verificationRequires
Sign in with an operator account to use the mobile console.
- Console connection and recoveryRequires
Live mobile work needs the console connection and its recovery handling.
+2 more · used by
- Personalised performance insightsEnhances
The mobile console lets operators open insights from notifications or its menu.
- INSIDE region switching through Powerfront Hub · managed by PowerfrontEnhances
Mobile consoles have a separate Change Region control and Hub handoff.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Store App permissions control mobile screens and actions.
- Website, channel and subsite accessConfigured by
Website and channel access constrain the mobile workspace.
- Operator availability statusEnhances
Availability governs which incoming work the operator can receive.
- Wind Down for operatorsRelated
Wind down and become Unavailable before switching channels on the mobile floor.
- Visitor search and filtersEnhances
Search opens visitor work when permitted.
- Favourite visitorsEnhances
Mobile customer context supports favourites.
- Customer notes and remindersEnhances
Mobile notes and reminders add customer follow-up context.
- Visitor flags and custom scoresEnhances
Mobile visitor details show and manage available flags.
- Chat queueEnhances
The mobile queue shows and takes permitted queued work.
- Transferring conversationsEnhances
Assignment actions use the operator's transfer permissions.
- Saved responsesEnhances
Saved Responses is available in supported mobile conversations.
- Attachments in conversationsEnhances
Supported conversations can use attachment controls.
- Conversation history and searchEnhances
Customer work includes available conversation history.
- Store product selection for chatEnhances
Available product tools support mobile conversation work.
- Customer contact detailsEnhances
Mobile visitor context includes available contact details.
- Email ticket handling and statusesEnhances
Mobile ticket work depends on the website ticket feature and mobile permissions.
- Browser video and audio callsEnhances
Supported mobile conversations can offer video or browser-audio controls.
- Operator screen sharing with visitorsEnhances
Mobile sharing controls depend on conversation capabilities and permissions.
- My Look operator avatar choicesEnhances
Edit My Look is available from More.
- Stats Bar and My StatsEnhances
My Stats presents personal performance information.
- Dark mode for the consoleEnhances
Account Settings provides a separate mobile Dark Mode preference.
- Calendar appointments and remindersEnhances
My Calendar provides appointment and reminder work.
- INSIDE Store App for mobileEnhances
The native Store App hosts the mobile console and adds device integration.
- Live visitors on the floorRequires
The mobile floor needs the visitor lists supplied for the selected channel.
- Login and email verificationRequires
Sign in with an operator account to use the mobile console.
- Console connection and recoveryRequires
Live mobile work needs the console connection and its recovery handling.
Used by
- Visitor search and filtersRelated
The mobile console provides Search and its Store App access controls.
- INSIDE consoleRelated
Use the mobile console article for touch navigation and mobile screen access.
- Floor search and filtersRelated
Mobile uses All and Online controls for its floor and prior engagements.
- Dark mode for the consoleRelated
Desktop and mobile have independent Dark Mode preferences.
- Calendar appointments and remindersRelated
My Calendar provides the mobile date list and detail screens for your appointments and reminders.
- INSIDE Store App for mobileRequires
The Store App hosts the mobile operator console.
- Visitor event alerts for operatorsEnhances
Eligible operator notifications can also use enabled push delivery.
- Task notes and operator remindersEnhances
Push-enabled operators can receive reminder notifications on their device.
- Personalised performance insightsEnhances
The mobile console lets operators open insights from notifications or its menu.
- INSIDE region switching through Powerfront Hub · managed by PowerfrontEnhances
Mobile consoles have a separate Change Region control and Hub handoff.
FAQ and troubleshooting
Why is Queue missing?
Ask a colleague with the Settings role to check Show Queue under your Store App permissions.
Why can I see a queued item but not take it?
Your account may only be allowed to take the first item. The conversation may also have been taken or changed since the list loaded.
Why can I not see older visitors or search?
Ask a colleague with the Settings role to check Hide Historical Visitors on Floor, Hide Search and Restrict Search. The floor view and search can have different restrictions.
Why can I not reply to an email conversation?
Mobile email handling needs website tickets enabled and Manage Tickets (BETA) permission. Ask a colleague with the Settings role to review your permission, and Powerfront to check that website tickets are enabled.
Why is a desktop action missing on my phone?
Mobile controls depend on the platform, enabled website features and mobile permissions. Some desktop functions have no matching mobile control.