Get the IconEngage mobile app

The IconEngage app lets you answer your WhatsApp inbox from your phone and get a notification when a customer writes. It works with your existing IconEngage account: everything you do in the app is the same inbox your team sees on the web.

Before you install

You need:

• An IconEngage account. The app signs in to existing accounts only. It does not create accounts or organisations. If you don't have an account yet, sign up on the web, or ask your organisation's Owner or Admin to invite you. See Sign up and sign in and Invite your team.
• Membership of at least one organisation. If you sign in before you belong to one, the app shows No organisation yet. Accept your invitation on the web, then come back.
• A verified email address. The app refuses sign-in until the address is verified.

Where to get it

The app is called IconEngage and is published by Kinwave Ecosystems Private Limited (the name shown at the bottom of the app's Settings screen).

How you install it depends on how your organisation receives the app. If you're not sure where to get it, ask your organisation's administrator or contact IconEngage support.

What you can do in the app

Inbox

• See conversations in tabs such as Mine, Unassigned and All, filter them, and search message text.
• Take a conversation, reply with text, photos, videos or documents, and use quick replies.
• Send an approved template when the 24-hour window has closed. See The 24-hour window and templates.
• Write internal notes, transfer, tag, resolve and reopen conversations.
• See message ticks, and the reason a message was not delivered.

Contacts

• Search contacts, see their details and conversations, and add or edit a contact.

Home

• Set your availability, and see your team's figures for the last 7 or 30 days.
• See your WhatsApp credit balance and, during a trial, the days left.

Notifications

• Get a push notification for new messages and assignments, mute a chat or everything for a while, and set quiet hours. See Notifications on your phone.

What stays on the web

Some tasks are only available in the web app at iconengage.com:

• Creating your account or an organisation, and accepting invitations.
• Setting up two-factor authentication. See Security and two-factor authentication.
• Resetting your password (the app opens the website for you).
• Creating and submitting message templates. Templates with a photo, video or document header are also sent from the web for now.
• Plans, payments and topping up WhatsApp credits. On iPhone, the app does not link to billing at all.

Keeping the app up to date

If your version of the app is too old to keep working, the app shows Update IconEngage with the message "This version of the app is no longer supported. Update it to keep working." Tap Update to install the latest version. If there is no Update button, install the latest build from wherever you got the app. If you're not sure where that is, ask your administrator.

To check which version you have, go to More › Settings and look at Version under Help and about.