In the mobile app, users can reach out to your team for support via the Contact admin message button located at the bottom of the home tab and the more tab, or via the messaging icon in the top right hand corner of the app.
When a user reaches out via this button, it starts a new group Support Chat message with that user. The Support Chat is a great place for your team of admins to collaborate in supporting your users, share notes about a user's questions, or jump in when your primary location contact may be on holiday!
Your location's primary contact will always be the default admin to receive messages sent via the Contact admin message button. This admin is managed in your Settings > Organization settings > Location.
Other admins can also be added as "Additional contacts", and they will be participants in the Support Chat as well as receive notifications when users send messages through the ‘Contact Admin’ function.
All admins also have the ability to see and join a user's Support Chat via the user's account panel. Under the Inbox section on the account panel, you will always find the user's Support Chat identified by a blue ring, which all admins have the ability to see and join.
Note: The conversation directly below the Support Chat, with only the user's name, is your Direct Message conversation with the user. No other admins will be able to join this conversation.
If you are not the primary location contact, when you select a user's Support Chat you will be prompted to Join conversation.
