# Mobile console

Handle conversations, browse the floor and check customer context using the mobile console's touch controls.

*Release 3.3 · operator, supervisor*

**Mobile › Floor** · **Mobile › Queue** · **Mobile › More** · **Settings › Account › Operators**

## 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

1. Open the **Floor** to browse visitors. Use **All** or **Online** where those choices are available.
2. 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.
3. Compose a reply. Depending on the platform and website setup, conversation tools can include **Saved Responses**, **Saved Links**, product tools and attachments.
4. 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

### This feature uses

- **Requires** [Live visitors on the floor](VIS-012.md): The mobile floor needs the visitor lists supplied for the selected channel.
- **Requires** [Login and email verification](SEC-001.md): Sign in with an operator account to use the mobile console.
- **Requires** [Console connection and recovery](CON-005.md): Live mobile work needs the console connection and its recovery handling.
- **Configured in** [Roles and permissions](ADM-008.md): Store App permissions control mobile screens and actions.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Website and channel access constrain the mobile workspace.
- **Works better with** [Operator availability status](CON-002.md): Availability governs which incoming work the operator can receive.
- **Works better with** [Visitor search and filters](VIS-013.md): Search opens visitor work when permitted.
- **Works better with** [Favourite visitors](VIS-015.md): Mobile customer context supports favourites.
- **Works better with** [Customer notes and reminders](VIS-016.md): Mobile notes and reminders add customer follow-up context.
- **Works better with** [Visitor flags and custom scores](VIS-008.md): Mobile visitor details show and manage available flags.
- **Works better with** [Chat queue](CHAT-005.md): The mobile queue shows and takes permitted queued work.
- **Works better with** [Transferring conversations](CHAT-010.md): Assignment actions use the operator's transfer permissions.
- **Works better with** [Saved responses](CHAT-015.md): Saved Responses is available in supported mobile conversations.
- **Works better with** [Attachments in conversations](CHAT-018.md): Supported conversations can use attachment controls.
- **Works better with** [Conversation history and search](CHAT-024.md): Customer work includes available conversation history.
- **Works better with** [Store product selection for chat](COM-009.md): Available product tools support mobile conversation work.
- **Works better with** [Customer contact details](CRM-001.md): Mobile visitor context includes available contact details.
- **Works better with** [Email ticket handling and statuses](CHN-026.md): Mobile ticket work depends on the website ticket feature and mobile permissions.
- **Works better with** [Browser video and audio calls](RTC-017.md): Supported mobile conversations can offer video or browser-audio controls.
- **Works better with** [Operator screen sharing with visitors](RTC-019.md): Mobile sharing controls depend on conversation capabilities and permissions.
- **Works better with** [My Look operator avatar choices](CON-011.md): Edit My Look is available from More.
- **Works better with** [Stats Bar and My Stats](CON-024.md): My Stats presents personal performance information.
- **Works better with** [Dark mode for the console](CON-027.md): Account Settings provides a separate mobile Dark Mode preference.
- **Works better with** [Calendar appointments and reminders](CON-032.md): My Calendar provides appointment and reminder work.
- **Works better with** [INSIDE Store App for mobile](CON-034.md): The native Store App hosts the mobile console and adds device integration.
- **Related** [Wind Down for operators](CON-003.md): Wind down and become Unavailable before switching channels on the mobile floor.

### Used by

- **Required by** [INSIDE Store App for mobile](CON-034.md): The Store App hosts the mobile operator console.
- **Enhances** [Visitor event alerts for operators](ENG-008.md): Eligible operator notifications can also use enabled push delivery.
- **Enhances** [Task notes and operator reminders](ENG-024.md): Push-enabled operators can receive reminder notifications on their device.
- **Enhances** [Personalised performance insights](REP-029.md): The mobile console lets operators open insights from notifications or its menu.
- **Related** [Visitor search and filters](VIS-013.md): The mobile console provides Search and its Store App access controls.
- **Related** [INSIDE console](CON-001.md): Use the mobile console article for touch navigation and mobile screen access.
- **Related** [Floor search and filters](CON-007.md): Mobile uses All and Online controls for its floor and prior engagements.
- **Related** [Dark mode for the console](CON-027.md): Desktop and mobile have independent Dark Mode preferences.
- **Related** [Calendar appointments and reminders](CON-032.md): My Calendar provides the mobile date list and detail screens for your appointments and reminders.

## 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.