Getting started using the Chatavise mobile app is easy! Even when you're on the go, you can access your chats at the touch of a button. This guide will take a look at how to get another user set up with the mobile app, as well as how to interact with the Chats page to message customers.
If you have a technician on the road who needs to be in touch with customers, it's important to get them set up with their own Chatavise access so they can stay in touch without a personal phone.
How to Set Up New User Access
First, let's determine whether or not this particular employee has a Chatavise profile already in the system. Note: just because a user has a profile in the system already does not mean they have access to Chatavise. Some users, especially technicians, are auto-uploaded by your field service software of choice, and have not been prompted to create login credentials yet.
Start by clicking the gear icon at the top right of the screen to access the Settings page. You'll want to click over to the Users tab from the main Settings page.
From here, you can use the search bar to find the employee you'd like to get set up.
Click on the user's profile. First, confirm that the phone number is up-to-date and accurate for this user. Once the phone number has been confirmed to be correct, click on the Reset Password button at the top right of the user's profile.
Hit the Text Password button.
This user will receive a text message similar to the one below, giving them multiple options for downloading the app as well as their login credentials (email/username and temporary password).
Once the app is downloaded, it's time to add in the username/password the access text provides, and input the temporary password.
After logging in with the temporary password, they will be asked to create a new personalized password.
If the employee has not been added in to Chatavise yet, hit the Invite a User button at the top right of the page.
First, if relevant, click on the dropdown menu and select the location you'd like this user to belong to. You'll also want to select what role you'd like this user to have (it's typical to assign techs to a representative or service team member role).
Next, type in the user's first and last name, email, and phone number. Make sure that the contact information for this new user is as accurate as possible.
Lastly, decide which locations you'd like this user to be able to interact with. If you'd like them to have access to all the locations under your account, click on the All Locations toggle.
Once the information has been double-checked, click on the Invite button.
This user will now receive an invite text similar to the one shown above. They'll be prompted to create a new password to log in and from there, they'll have full access to the mobile app.
How to Navigate the Mobile App
It's just as easy to get started using the mobile app as it is to create new user access. The main Chats page will be very similar to what is seen on the web app. You'll have full access of the contact chat histories from this list.
To find a specific contact's chat history, type in that contact's name or phone number.
Once the contact of interest has been found, tap on the profile. From here, you can see and scroll through the contact's entire chat history.
If you'd like to respond to this contact, tap on the text box below the chat history and type your message. Once you've typed your message, hit the blue Send button to send the text.
If you find yourself sending a lot of messages with similar or the same contents over and over again, it may be a good idea to create and use a template. Here's a link to our guide on how to create your own templates.
If you'd like to attach a template that's already been created, click on the clipboard icon below the text box. Tap the template you'd like to attach and it'll be added to your text. Message variables will autofill with unique contact information, such as first name or appointment window.
If you need to call a contact directly, there's no need to search through your CRM and try to match up contact information. Simply hit the phone button at the top right of the customer chat history to call the primary phone number saved.
You can write notes and attach them to relevant contacts that are only viewable within the Chatavise platform. You and your team can share notes about certain contacts so that everyone who clicks on the contact profile will be up to date on how to handle them. If you need to make note about a contact, click on the notepad icon at the top right of the page.
Type your note in the text box and tap the Add Note button at the bottom of the screen.
Tap the return button. This new note will be posted in the contact's chat history for everyone with Chat's access to view.
If you'd like to view the contact information, tap the Profile tab at the top of the contact chat history screen.
From here, you can view all saved contact information, such as name, phone number, email, appointment window, and more.
Contact information can be pulled from your CRM of choice or added manually to the contact profile. If you'd like to update the contact information in Chatavise only, make sure to hit the Save button at the bottom of the profile window.
If you update contact information from the Profile tab, it will not update in your CRM. However, if you were to update contact information of your CRM of choice, Chatavise will pull this information in and update automatically.
This should be enough to get you started using the Chatavise mobile app! There's plenty more to explore within the app, but this should be enough for field technicians to communicate with their customers when they're out in the field. If you have any questions about getting set up using the mobile app, feel free to reach out to us at success@chatavise.com, text us at 470-375-9088, or submit a support ticket using the web app.