CINXE.COM
Smartsupp — Android
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url('https://static.helpjuice.com/helpjuice_production/uploads/category/image/13961/428901/statistics-idiots-3.png');"></div> <div class="c-category-list__link-name"> Statistics </div> </a> </li> <li class="c-category-list__item"> <a href="/en_US/integrations" class="c-category-list__link "> <div class="c-category-list__link-icon" style="background-image: url('https://static.helpjuice.com/helpjuice_production/uploads/category/image/13961/428891/integration.png');"></div> <div class="c-category-list__link-name"> Integrations </div> </a> </li> <li class="c-category-list__item"> <a href="/en_US/price-packages" class="c-category-list__link "> <div class="c-category-list__link-icon" style="background-image: url('https://static.helpjuice.com/helpjuice_production/uploads/category/image/13961/428904/price_packages.png');"></div> <div class="c-category-list__link-name"> Price & Packages </div> </a> </li> <li class="c-category-list__item"> <a href="/en_US/localization" class="c-category-list__link "> <div class="c-category-list__link-icon" style="background-image: url('https://static.helpjuice.com/helpjuice_production/uploads/category/image/13961/431337/lcoalisation.png');"></div> <div class="c-category-list__link-name"> Localization </div> </a> </li> </ul> </div> <div class="o-grid__col o-grid__col--lg-9"> <article class="o-answer" data-controller="feedbacks" data-feedbacks-load-form-value="/admin/feedbacks/comments/new?question_id=1845451"> <h1 class="o-answer__heading"> Android </h1> <div class="helpjuice-table-of-contents-container"> <p> Table of Contents </p> <div class="helpjuice-toc-items"> <a href="#install-smartsupp-live-chat-0" data-tag-name="H2"> Install Smartsupp live chat </a> <a href="#log-in-to-smartsupp-account-1" data-tag-name="H2"> Log in to Smartsupp account </a> <a href="#settings-and-profile-2" data-tag-name="H2"> Settings and Profile </a> <a href="#smarthub-statistics-3" data-tag-name="H2"> SmartHub聽Statistics </a> <a href="#conversations-4" data-tag-name="H2"> Conversations </a> <a href="#visitors-5" data-tag-name="H2"> Visitors </a> <a href="#android-notifications-settings-6" data-tag-name="H2"> Android notifications settings </a> <a href="#how-to-enable-notifications-on-the-lock-screen-android-14-and-higher-versions-7" data-tag-name="H3"> How to enable notifications on the lock screen? (Android 14 and higher versions) </a> <a href="#android-battery-optimization-settings-8" data-tag-name="H2"> Android battery optimization settings </a> </div> </div> <div class="o-answer__content fr-view" data-action="mouseup->feedbacks#update"> <div class="helpjuice-article-body-content helpjuice-editor-content"><div class="helpjuice-callout info"> <div class="helpjuice-callout-body"><p>Don't have Smartsupp account yet? <a href="https://www.smartsupp.com/sign/up" target="_blank"><strong>Sign up for free</strong></a><strong>聽</strong>in just 2 minutes.</p></div> <div class="helpjuice-callout-delete">聽</div> </div><h2 id="install-smartsupp-live-chat-0" data-toc="true">Install Smartsupp live chat</h2><p>Search for Smartsupp on聽<a href="https://play.google.com/store/apps/details?id=cz.dactylgroup.smartsupp.android" target="_blank"><strong>Google Play</strong></a>, install and open it.聽Requires聽<strong>Android 8.0 or later.</strong></p><div class="helpjuice-callout success"> <div class="helpjuice-callout-body"><p><strong>Tip</strong>:聽Smartsupp can also run on tablets and iPads.</p></div> <div class="helpjuice-callout-delete">聽</div> </div><p>聽</p><h2 id="log-in-to-smartsupp-account-1" data-toc="true">Log in to Smartsupp account</h2><p>If you do not have Smartsupp account, you can create a free account. If you already have one, then just use your聽<strong>Smartsupp Email</strong>聽and聽<strong>Password</strong>, or聽<strong>sign in with Google</strong>.<a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/m65W9KYgY88IF83WDiFgBSxCTfif9IoC.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/m65W9KYgY88IF83WDiFgBSxCTfif9IoC.png" alt="" loading="lazy"></a></p><p>聽</p><h2 id="settings-and-profile-2" data-toc="true">Settings and Profile</h2><p>Click on the聽<strong>Three dots ("more") (1)</strong>聽icon in the bottom right corner where you can set up the basic behavior of the聽<a href="https://www.smartsupp.com/live-chat/">chat</a>. You can聽see and change your聽<strong>Online/Offline status (2)</strong>,聽settings of聽<strong>Chatbots</strong>聽and聽<strong>Auto messages (3)</strong>, create new聽<strong>Shortcuts</strong>, set up your聽<strong>Notifications (4)</strong>, and in general, manage your聽<strong>Chat box, Tags, Agents,</strong>聽or connect Smartsupp application with聽<strong>Facebook Messenger (5)</strong>. You also find here聽a聽<strong>Bug report</strong>, where you can report any bug,聽<strong>Help</strong>聽articles find tutorials on how to use different features, and it鈥檚 also possible to access聽<strong>General terms</strong>聽and聽<strong>Privacy policy & GDPR (6)</strong>.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/HRGQFisbE28gZYOvfiJp46Hb6I2WxrmU.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/HRGQFisbE28gZYOvfiJp46Hb6I2WxrmU.png" alt="" loading="lazy"></a></p><p>In the聽<strong>Profile</strong>聽<strong>(7)</strong>聽section, you can update your聽<strong>Profile</strong>聽<strong>(1)</strong>聽(Name, Description, Email),聽<strong>Groups (2)</strong>聽and you are able to manage your聽<strong>Subscription (3)</strong>.聽Below you聽can manage your current聽<strong>Online/Offline status (4)</strong>,聽or set up聽<strong>Notifications when offline (5)</strong>.聽You can also see a basic statistics overview, like a number of聽<strong>Conversations</strong>聽or聽<strong>Rating (6)</strong>聽for the activity in the last month.聽You can choose the app聽<strong>Appearance聽(7)</strong> (Light/Dark mode), you can聽<strong>Change your password (8)</strong>, or聽<strong>Log out (9)</strong>.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/zrSrjqm9ohYF2jTii80jMQDixuGvZv7I.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/zrSrjqm9ohYF2jTii80jMQDixuGvZv7I.png" alt="" loading="lazy"></a></p><p>聽</p><h2 id="smarthub-statistics-3" data-toc="true">SmartHub聽Statistics</h2><p>You can find聽<strong>SmartHub Statistics</strong>聽in the left-bottom - the<strong>聽"Home" icon (1)</strong>. When you get to this page, in the top right corner, you can check a quick overview of聽<strong>Limits (2)</strong>聽of Conversations, Chatbot, and Chatbot conversations. Those limits are based on your current plan and are calculated per each calendar month. You have all new notifications and product updates displayed under the聽<strong>"Bell" icon (3)</strong>.</p><p>In聽<strong>SmartHub</strong>, you can see statistics for:</p><ul> <li> <strong>Conversations</strong><ul> <li> <strong>Total conversations</strong>聽(4) - the number of conversations for the selected time period. Includes open and resolved conversations and chatbot conversations.</li> <li> <strong>Average rating (5)</strong>聽- average rating you get in the selected time period.</li> </ul> </li> <li> <strong>Chatbot</strong><ul> <li> <strong>Triggered (6)</strong>聽- the number of chatbots that were sent to your visitor.</li> <li> <strong>Chatbot conversations (7)</strong>聽- The number of conversations for the selected time period that the chatbot started, joined, or resolved. Multiple chatbots can participate in one conversation.</li> </ul> </li> </ul><p>Statistics can be聽<strong>filtered</strong>聽by clicking on the date range on the right site:聽the聽<strong>Last 7 days</strong>,聽<strong>Last 30 days</strong>, and聽<strong>Last year</strong>.</p><p>There are also Help articles "<strong>Suggested for you" (8)</strong>聽at the bottom of the page.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/Vpk7x9s8cZtXivOldOZ2NWgKr5kAIZpL.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/Vpk7x9s8cZtXivOldOZ2NWgKr5kAIZpL.png" alt="" loading="lazy"></a></p><p>聽</p><h2 id="conversations-4" data-toc="true">Conversations</h2><p>To be able to chat with your visitors, you have to be available, which means that you have to go online. Go to your聽<strong>Profile (1)聽</strong>by clicking on your picture in the top left corner and set yourself聽<strong>online</strong>.</p><p>In order to chat with your visitors, you have to move to<strong>聽Conversations</strong>聽<strong>(2)聽</strong>- the "chat icon" at the bottom of your screen. You can see all ongoing chats here.聽If you need to access older or resolved conversations, just click on the聽<strong>Resolved (3)</strong>聽- the "done" icon on the top right corner.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/IFY90zfCOtbMkRv33odpYFsqcZk90RAb.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/IFY90zfCOtbMkRv33odpYFsqcZk90RAb.png" alt="" loading="lazy"></a></p><p><strong>Resolved conversations</strong>聽can be further聽<strong>Searched (1)</strong>聽or聽<strong>Filtered (2)</strong>聽by clicking on the icon in the top right corner. You can filter your conversation by聽<strong>Period (3)</strong>,聽<strong>Rating (4)</strong>,聽<strong>Tags (5)</strong>,聽<strong>Agent (6),</strong>聽or聽<strong>Groups (7)</strong>.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/ETcCObqs9CNn7HBuRlO4X2VVzAM2hs7I.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/ETcCObqs9CNn7HBuRlO4X2VVzAM2hs7I.png" alt="" loading="lazy"></a></p><p>You can easily answer your visitors. Join selected conversation by clicking on the button "<strong>Join conversation</strong>". To answer your chat, type a message into the聽<strong>Text area (1)</strong>. To speed up the conversation, you can use聽<strong>Shortcuts (2).聽</strong>Note: you can also add a shortcut by typing dot (.) directly in the text. You can also add any聽<strong>Attachment (3)</strong>,聽<strong>Smiley icon (4)</strong>, or you can聽<strong>Tag (5)</strong>聽your conversation. You can also choose if you want to answer in the聽<strong>Live chat or Email (6)</strong>. When the conversation is done, you can聽<strong>Resolve (7)</strong>聽it. If you click on the聽<strong>Three dots (8)</strong>聽in the top right corner, you can聽manage more information about the visitor.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/OvM6LaQnX1UmdR5GcThSRtnqKdsPiYfA.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/OvM6LaQnX1UmdR5GcThSRtnqKdsPiYfA.png" alt="" loading="lazy"></a></p><p>Under the聽<strong>Three dots (8, screenshot above)</strong>聽you can display or edit聽your聽<strong>visitor information</strong>. By clicking on聽<strong>Edit (1)</strong>, you can manage the visitor's聽name, Email, Phone, Note, or Block the visitor. Further, you can read information about the total聽<strong>Visits (2)</strong>聽of the visitor,聽visitor's聽<strong>Email (3)</strong>,聽visitor's聽<strong>Location (4)</strong>,聽visitor's聽<strong>Browser (5)</strong>, and聽visitor's聽<strong>IP address (6)</strong>, you can see the website where your visitor came from聽<strong>(7)</strong>聽and also add any聽<strong>Note (8)</strong>聽visible only to agents, and you can display聽<strong>Customer information (9)</strong>. Then you can learn more about the聽visitor's聽<strong>Browsing history (10)</strong>聽and display all previous聽<strong>Conversations (11)</strong>聽with the visitor.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/Y87Vlp0q89NyxRen0roJFcFRQkzz4OBn.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/Y87Vlp0q89NyxRen0roJFcFRQkzz4OBn.png" alt="" loading="lazy"></a></p><p>聽</p><h2 id="visitors-5" data-toc="true">Visitors</h2><p>In the聽<strong>Visitors (1)</strong>聽tab, you can see all of the people who are actively browsing your website. If you click on any of those visitors, you can聽<strong>contact them (2)</strong>聽directly via chat or via email. You can also see and edit聽<strong>visitor聽information (3)</strong>聽(described above under Conversations).</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/7TdLE6l9I5rytjAjppaOBtCUMFT7X23F.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/7TdLE6l9I5rytjAjppaOBtCUMFT7X23F.png" alt="" loading="lazy"></a></p><div class="helpjuice-callout warning"> <div class="helpjuice-callout-body"><p><strong>Warning</strong>:聽You might notice that there is a difference between the number of visitors on the desktop version and on the mobile app. This is because only active visitors are visible on the mobile app and inactive visitors are not displayed. This was done to optimize the speed of the mobile app.</p></div> <div class="helpjuice-callout-delete">聽</div> </div><h2 id="android-notifications-settings-6" data-toc="true">Android notifications settings</h2><p>You may need to聽allow notifications in Android settings. This is the tutorial on how to do that in Android 9 (Android One version). Go to聽<strong>Settings</strong>聽>聽<strong>Apps & Notifications (1)</strong>聽> find and select聽<strong>Smartsupp (2)</strong></p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/xHGXf2Wuh0OpaRXE7UxpERIT2uBAUDl7.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/xHGXf2Wuh0OpaRXE7UxpERIT2uBAUDl7.png" alt="" loading="lazy"></a></p><p>Click on聽<strong>Notifications (3)</strong>聽and enable the option to聽<strong>show notifications (4)</strong>. Once enabled, you will receive notifications in all of these cases:</p><p>1) Smartsupp app is open,</p><p>2)聽Smartsupp app is聽closed (running in the background),</p><p>3) phone screen is locked.</p><p>If the notification is off, notifications will not arrive.</p><p>聽<a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/wy8sCNV1WixF1vIH3qPbn72GcPO29vSI.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/wy8sCNV1WixF1vIH3qPbn72GcPO29vSI.png" alt="" loading="lazy"></a></p><h3 id="how-to-enable-notifications-on-the-lock-screen-android-14-and-higher-versions-7" data-toc="true">How to enable notifications on the lock screen? (Android 14 and higher versions)</h3><p>If you are receiving notifications only when you open the app and your device is running Android 14 or higher, the issue might be related to your lock screen settings. This guide, along with helpful screenshots, will walk you through <strong>enabling notifications on your lock screen</strong>, ensuring you do not miss any important alerts.</p><p>聽</p><p>Search for <strong>Settings (1) </strong>on your smartphone >> go to <strong>Notifications (2) </strong>section >> select <strong>Notifications on lock screen (3)</strong> >> choose the option <strong>Show conversations, default, and silent (4)</strong> to ensure all types of notifications are displayed on your lock screen.<br>聽</p><figure class="image image-style-side"><img src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/13961/4577453/Monosnap%2Bageneral%2B-%2BSmartsupp%2B-%2BSlack%2B-%2Bescalations.png"></figure><p><img src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/13961/4577451/Monosnap%2Bgeneral%2B-%2BSmartsupp%2B-%2BSlack%2B-%2Bescalations.png"></p><p>聽</p><figure class="image image-style-side"><img class="image" src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/13961/4577464/Monosanap%2Bgeneral%2B-%2BSmartsupp%2B-%2BSlack%2B-%2Bescalations.png"></figure><p><img src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/13961/4577463/Moanosnap%2Bgeneral%2B-%2BSmartsupp%2B-%2BSlack%2B-%2Bescalations.png"></p><h2 id="android-battery-optimization-settings-8" data-toc="true">Android battery optimization settings</h2><p>Disable battery optimization for Smartsupp to avoid problems with notifications. Go to聽<strong>Apps & Notifications (1)</strong>聽>聽<strong>Smartsupp (2)</strong>聽> click on聽<strong>Advanced (3)</strong></p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/xHGXf2Wuh0OpaRXE7UxpERIT2uBAUDl7.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/xHGXf2Wuh0OpaRXE7UxpERIT2uBAUDl7.png" alt="" loading="lazy"></a></p><p>Click on聽<strong>Battery (4) > Battery optimization (5) > select All apps (6) ></strong>聽find and click on聽<strong>Smartsupp (7)</strong>聽> choose聽<strong>Don't optimize (8)</strong>聽<strong>></strong>聽click on聽<strong>Done (9)</strong></p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/cHsCC7Y73PZ3BdZ7VdGes4Azvhk6Gjeu.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/cHsCC7Y73PZ3BdZ7VdGes4Azvhk6Gjeu.png" alt="" loading="lazy"></a></p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/oVxuyYGJyxfv0trA7vOgpJl7El9gmtyM.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/oVxuyYGJyxfv0trA7vOgpJl7El9gmtyM.png" alt="" loading="lazy"></a></p><div class="helpjuice-callout success"> <div class="helpjuice-callout-body"><p><strong>Well done!</strong> Now you have all you need in order to chat with your visitors.</p></div> <div class="helpjuice-callout-delete">聽</div> </div><div class="helpjuice-callout info"> <div class="helpjuice-callout-body"><p><strong>SDK mobile application</strong> please find the documentation <a href="https://docs.smartsupp.com/mobile-sdk/">here</a>. This feature is available in <strong>Ultimate package. </strong>If you are interested please contact our Sales <a href="https://www.smartsupp.com/request-demo/">here</a>.</p></div> <div class="helpjuice-callout-delete">聽</div> </div><p>聽</p><p>聽</p></div> </div> <div class="o-answer__undertext"> <em> Still confused? Contact us via the chat box in your dashboard and we鈥檒l be happy to get in touch with you. Please note that customer service is included only in paid packages. </em> </div> </article> <div class="c-helpful was-this-helpful"> <h2 class="c-helpful__text">Was this article helpful? Rate it and help us improve your experience.</h2> <form accept-charset="UTF-8" action="/questions/1845451/feedbacks" method="post" class="c-helpful__btns"> <div class="hidden"><input name="authenticity_token" type="hidden" value="W7fIKyhlMGSYY6ZpNZ0EjAuXfvwpXGjx8KK7p9liJk0="></div> <input id="feedback_score" name="feedback[score]" type="hidden" value="0"> <a href="#" id="yes" class="response feedback c-helpful__btn c-helpful__btn--yes"> <span class="sr-only"> Yes (4) </span> </a> <a href="#" id="no" class="response feedback c-helpful__btn c-helpful__btn--no"> <span class="sr-only"> No (1) </span> </a> </form> <a class="enable-feedback" data-action="click->feedbacks#showFeedbackForm"> Give feedback about this article </a> </div> <div class="c-posts"> <h2 class="c-posts__heading"> Recommended Articles </h2> <div class="o-grid"> <div class="o-grid__col o-grid__col--lg-6"> <div class="c-posts__item"> <a href="/en_US/mobile-apps/iphone" class="c-posts__item-link"> <h2 class="c-posts__item-heading"> iPhone & iPad </h2> <p class="c-posts__item-description"> Don't have Smartsupp account yet? 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Latest version Make sure you are... </p> </a> </div> </div> </div> </div> </div> </div> </div> </div> <footer class=o-footer> <div id="cta-sign-up" class="c-cta"> <div class="o-container"> <div class="o-grid o-grid--center"> <div class="o-grid__col o-grid__col--lg-10"> <div class="c-cta__box"> <div class="c-cta__subheading">Join now</div> <div class="o-grid o-grid--center-vertical"> <div class="o-grid__col o-grid__col--lg-7"> <h2 class="c-cta__heading"> Genuinely connect with visitors and turn them into <strong>loyal customers</strong> </h2> </div> <div class="o-grid__col o-grid__col--lg-5"> <div class="c-cta__button"> <a href="https://www.smartsupp.com/sign/up" class="u-btn u-btn--primary u-btn--medium"> Try for Free </a> </div> </div> </div> </div> </div> </div> </div> </div> <div class=o-container> <div class=o-footer__wrapper> <div class=o-footer__links> <div class=o-grid> <div class="o-grid__col o-grid__col--lg-3"> <div class=o-footer__links-heading>Product</div> <ul 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