The Deskwoot app for iPhone and Android: answer customers from your phone

Get started

1. Open the App Store on your iPhone or Google Play on your Android phone, search for Deskwoot and install the app.
2. Sign in with the same email and password you use on the web. If your account uses two factor authentication, enter the 6 digit code from your authenticator app.
3. Allow notifications when your phone asks, so you get a push for new messages.

The app works with every plan. New to Deskwoot? Create your account at deskwoot.com first, then sign in. After signing in, the app can offer Face ID (or Touch ID) on iPhone and biometric unlock on Android, so you unlock it with your face or fingerprint next time. You can change this later under More > Settings.

Several Deskwoot accounts? Tap your name at the top of More to open Switch account, add each account with Add another account and switch between them there. Signing in, switching and the app lock are explained in Sign in to the iPhone and Android app, switch accounts and lock the app.

The four tabs

• Inbox: your conversations with search and two folder menus. Folders on the left holds your teams, teammates, labels and views, and Inbox on the right holds Mine, Mentions, Unassigned, All and the folder of your AI bot. Filter and sort sets the status and the order. The bell opens your notifications. If your role may manage conversations, the pencil starts a new conversation. See Find and sort conversations in the iPhone and Android app.
• Reports: numbers for the last 7, 30 or 90 days. The tab shows when your plan includes reports (Startup and higher) and your role may view them, which administrators can by default. See Who can see Reports, and what they see.
• Contacts: search and open contacts. If your role may manage contacts, you can also create and edit them and add notes. See Managing contact profiles.
• More: your settings, your workspace and help, see below.

Tap a conversation to open it. It has the tabs Conversation, Details and Copilot, and you swipe left or right to switch. On Android, the back button takes you from Details or Copilot back to Conversation. Copilot shows when your workspace lets you use Copilot. How to reply, send photos and write notes is in Reply, send photos and write notes in the iPhone and Android app. Status, owner, labels and the customer’s orders are in Change status, owner and labels in the iPhone and Android app. AI help is in Copilot in conversations.

What you find under More

• Settings: your profile picture and name, Availability, Working hours, Language, the app lock under Security (Face ID or Touch ID on iPhone, Biometric sign-in on Android) and Sign Out. Your email address is shown here, but you cannot change it in the app.
• Team: your teams and agents with their role and availability, on Business and Enterprise. Only the account owner can switch someone between Administrator and Agent. Inviting and removing agents happens on the web.
• Campaigns: your campaigns, on Business and Enterprise. You can send a campaign that has not gone out yet (see the questions below).
• Push Notifications: which events send you a push.
• Inboxes: a list of your inboxes and their channels. You edit inboxes and add channels on the web.
• Contact Support: a chat with the Deskwoot team, with the same history as the support chat in the web dashboard. You can add a photo from the library, take one with the camera or attach a file. If the chat does not load, Email us opens an email to hello@deskwoot.com.
• Help Center: search and read the Deskwoot help articles and your workspace’s own help center, on Startup, Business and Enterprise. The search finds every Deskwoot help article, also by words in its text. On the Hacker plan this row is not there.
• Privacy Policy, Terms of Service and About with the app version.

The app language

Under More > Settings > Language you pick English, Deutsch, Português (Brasil) or हिन्दी. On its first start the app takes your phone’s language (German, Portuguese or Hindi, otherwise English) and saves it. After that your choice counts: if you change the phone language later, the app stays as it is.

The language you pick sets:

• every text in the app,
• your push notifications: the next push arrives in the new language,
• the language Translate conversation in Details translates the customer’s messages into,
• the language of AI drafts from Suggest reply and Improve draft, when translation is available to you (Business and Enterprise). When the customer writes in another language, Translate & insert puts the draft into the reply box in the customer’s language. Without translation, AI drafts are written in the customer’s language.

The setting belongs to this phone. The web dashboard keeps its own language, and two phones of one person can use different languages.

Your availability, and why the app has to be open

Under More > Settings > Availability you pick one of the same four states as in the web dashboard:

• Online: round robin can give you new conversations.
• Away and Busy: nothing new comes to you, and pushes keep coming.
• Offline: you have signed off.

Under More > Settings > Working hours you can let Deskwoot switch you to Online when your hours start and to Offline when they end. A status you pick in between stays until the next start or end. See Working hours: go Online and Offline on a schedule.

Your choice alone is not enough, because Deskwoot also checks that you are really there. The app counts as present only while it is open on your screen. It tells Deskwoot when you open it and every 2 minutes while it stays in front. When the phone is locked, another app is in front or the app is closed, it sends nothing, and the same goes for the time the app lock or the Update required screen is showing. After 5 minutes without a sign from you, Deskwoot treats you as Away, even if you picked Online. Your choice stays saved, and you are Online again as soon as you open the app.

The web dashboard counts too: while Deskwoot is open in a browser on your computer, you are present, whichever tab is in front.

What this means for round robin

• New conversations go only to agents who picked Online and are present. While your phone is in your pocket, round robin skips you. If nobody is present, the conversation waits in Unassigned, where everyone who can see it gets a push, or in the queue, which only administrators see.
• Your own conversations do not wait for you either. When a customer writes into one of your open or pending conversations while you are not present, or while you are on Away or Offline, Deskwoot takes it from you. A private note says "Last handled by (your name) (offline). Back to round robin." and round robin gives the conversation to a teammate who is online. If nobody is free, it waits in the queue and goes to the first agent who comes online. This works on every channel, also when the message wakes a snoozed conversation or reopens a resolved one.
• Busy keeps your conversations as long as you are present. It only stops new ones.
• Exceptions: an inbox that sends every conversation to you keeps them with you, and while your AI bot still holds a chat, it stays in the bot’s folder instead of going to a teammate. In an inbox with manual assignment the conversation goes to Unassigned, where anyone can take it.

So if you work from your phone, keep the app open on screen, or keep Deskwoot open in a browser. When you take a break, pick Away. All the rules are in Auto assignment and round robin.

Push notifications

The app sends a push when:

• A customer starts a new conversation (New conversation) or writes in an existing one (New message). The push goes to the person who has the conversation, or to the teammate it is reserved for after a transfer. While nobody has it, everyone who can see it gets one.
• A conversation is assigned or transferred to you (Assigned to you). You also get one when a conversation you transferred waited 15 minutes for a teammate who had no free slot and then went to the queue. See Take, take over and transfer conversations.
• The AI bot hands a conversation to your team. While the bot is still answering, customer messages send no push.
• Someone mentions you in a private note (Mention).
• A label that notifies you is added to a conversation.
• A conversation misses an SLA target (SLA: first response missed, SLA: next response missed and SLA: resolution missed). This push goes to the person who has the conversation and to the administrators. SLA policies are part of Enterprise.

Choose which ones you get under More > Push Notifications. Assigned to you and Mention always stay on. These switches only change pushes. Email and the notification list keep the settings you made on the web. Missed SLA targets also show in the notification list and arrive by email.

On Android, pushes arrive in 4 notification categories, named in the app language: Conversations (new conversations and customer messages), Assignments and mentions, SLA alerts and General (labels and app updates). You can turn off each category on its own in the phone’s settings. If you turn off one of the first three, More > Push Notifications shows Some notifications are turned off, and a tap there opens the notification settings for Deskwoot.

Tap a push to open the conversation, also when the app was closed. If the push belongs to another login on this phone, the app switches to it first. You get pushes for every login stored on the phone, and a push for the conversation you are reading right now is not shown. Pushes are written in the app language. Sounds are covered in Notification sounds and push notifications.

When an administrator switched on Push notifications without content under Settings > Account Settings in the web dashboard, every push shows only the conversation number and a short line such as "New message", without the customer's name or the message. See Push notifications without content.

The notification list

The bell in the Inbox tab lists your notifications: new conversations and messages, conversations assigned or transferred to you (marked "Next up once you have room" while they wait for a free slot), "A transferred conversation is now yours" once a reserved conversation reaches you, a note when your transfer went to the queue, labels added to a conversation and missed SLAs.

Opening the list marks your notifications as read, and tapping one opens its conversation. The trash icon in the top right clears the list on all your devices after you confirm with Clear all. More in Mentions and team notifications.

Only on the web

The app is made for answering customers on the go. You do these things in the web dashboard:

• snooze until a time you pick (in the app, Snoozed always lasts 24 hours or until the customer writes),
• delete conversations, and bulk actions other than resolve, pending and priority, for example assign to me or mark unread,
• save, rename and delete views (views you saved on the web show up in the app under Folders),
• send files other than photos in a conversation, for example PDFs or documents,
• merge or delete contacts and edit custom attributes,
• export reports as CSV and see CSAT results,
• create and edit campaigns,
• change your password, set up two factor authentication, edit your signature and your email notification settings,
• every workspace setting: inboxes, labels, canned responses, macros, automation rules, the AI bot and the Training Hub, teams, inviting and removing agents, custom roles, billing and integrations,
• create a Deskwoot account,
• dark mode.

The app also has no tablet or landscape layout and no offline mode. Without a connection, lists show Retry, and a message that could not be sent stays in the reply box. If your login belongs to several workspaces, the app has no workspace picker. It opens the workspace you used last and only switches when you tap a push or a link for another workspace.

Frequently asked questions

Where do I download the Deskwoot app?

On iPhone in the App Store, on Android in Google Play. Search for Deskwoot, install it and sign in with the email and password you use on the web. The app needs iOS 15.1 or later on iPhone and Android 7.0 or later on Android phones.

Is there an app for Android?

Yes. The Deskwoot app is on Google Play and needs Android 7.0 or later. It is the same app as on iPhone, and it is free on every plan.

Does the app cost extra?

No. The app works with every plan, including Hacker (the free plan). You sign in with your existing account. On the Hacker plan the Help Center row under More is not there.

Why don't I get push notifications?

On iPhone, check that notifications are allowed under Settings > Notifications > Deskwoot. On Android, check in the phone’s settings that notifications for Deskwoot and its categories are on. The app shows a warning under More > Push Notifications when the phone blocks them, and on Android you tap the warning to turn them on. Also check which events you switched on there: the first message of a new conversation follows New conversation, later customer messages follow New message. While the AI bot is answering a chat, customer messages send no push until the bot hands the conversation over.

I picked Online. Why does round robin skip me?

Because the app only counts as present while it is open on your screen. After 5 minutes in the background, locked or closed, you count as Away for round robin, even though Online stays selected. Open the app, or keep Deskwoot open in a browser, and you take new conversations again.

Why did one of my conversations go to a teammate?

The customer wrote while you were not present, or while you were on Away or Offline. Deskwoot then hands the conversation on so the customer does not wait, and a private note in it says who handled it last. To answer yourself, open it and tap Take over, or Take it if nobody has it yet.

Does the app language change my dashboard or my pushes?

It changes your pushes, the language Translate conversation translates into and, with translation, the language of AI drafts. It does not change the web dashboard, which keeps its own language. Change it under More > Settings > Language.

Can I create campaigns or change settings in the app?

Campaigns, inboxes and team members are managed in the web dashboard. The app lists campaigns under More > Campaigns. A campaign that has not gone out yet can be sent with Send campaign if your role has the permission Send and activate campaigns. Administrators always have it, and on Enterprise an administrator can give it to others through a custom role. Without it, the button is locked and the app asks you to get the permission from an administrator. Contacts who unsubscribed, whose email bounced or who are blocked are skipped. If the campaign has no usable audience, the app says so, and you fix it in the web dashboard.