Change status, owner and labels in the iPhone app

Change the status

1. Under Conversation, tap Status.
2. Pick Open, Pending, Resolved or Snoozed in Set Status.

Resolved closes the conversation and takes you back to the list. Snoozed has no time picker in the app: the conversation comes back as Open after 24 hours, or earlier when the customer writes. To snooze until a time you pick, use the web. See Snooze conversations.

Assign or transfer the conversation

1. Tap Assignee.
2. In Assign Agent, pick a teammate, or Unassigned to let go of it.

The same transfer rules as on the web apply. If the teammate is at their limit, the conversation is reserved for them and the row shows "Reserved for (name) · next up". Unlike the web, the app has no field for a note with the transfer. See Take, take over and transfer conversations.

Priority, team, labels and mute

• Priority: No priority, Low, Medium, High or Urgent.
• Team: pick a team in Assign Team, or No team. Teams are part of Business and Enterprise.
• Labels: tap labels on or off in the list and close it with Done. Labels are created on the web and need the Startup plan or higher.
• Mute Conversation and Unmute Conversation switch mute for this conversation. The row is missing without the permission to manage conversations.

SLA

The SLA row shows the policy, where it stands (for example On track or the time until the next reply is due) and its targets. Without a policy it says Not configured. SLA policies are part of Enterprise. See SLA policies and response targets.

Translate the conversation

Switch on Translate conversation under Translation. The messages are translated into your app language and marked Translated. The switch counts for this conversation and is remembered on your phone. The first time, the app explains that it Counts as an AI conversation: one AI conversation per conversation and month, however many messages it translates.

Translation needs Business or Enterprise. On other plans the section shows a Business badge with Unlock translation. If Copilot is turned off for you, it says Turned off by your workspace admin. The section only shows when your role may use translation. See Multilingual conversations: read and reply in your customer’s language.

Orders, payments and subscriptions

Orders shows what the contact bought, matched by their email address. The header under the contact’s name shows the store and the number of orders.

• Shopify and WooCommerce: the contact’s orders, for reading. Refunds and cancellations of store orders happen on the web.
• Stripe: the customer with Subscriptions, Payments and Invoices. Refund on a payment gives back what is left of the charge after you confirm, and the customer gets the money in 5 to 10 business days. You cannot pick a smaller amount in the app. Cancel on a subscription keeps it active until the end of the current billing period, then it does not renew. View invoice opens the invoice.

Refund needs the permission Issue refunds (Shopify, Stripe, WooCommerce) and cancel needs Cancel orders and subscriptions. Administrators have both by default. If a store connection has a problem, the app points you to the web dashboard under Settings, Integrations. See Stripe Integration, Shopify Integration and WooCommerce Integration.

Block a contact or ignore a sender

• Block: after you confirm, messages from this contact no longer arrive on any channel, and Fynn stops replying to them. The card shows Blocked, and Unblock undoes it. This needs the permission Manage contacts (create, edit), which agents have by default.
• Ignore sender in Deskwoot: only in email conversations, and only with the permission Manage email spam filter, which administrators have by default. After you confirm, the email address goes on the blocked senders of your spam filter, and the app takes you back to the list. With the spam filter on, the sender’s open, pending and snoozed conversations also move to spam. See Ignore a sender, block a contact and use the spam filter.

Contact info and earlier conversations

• Contact info: email, other emails, phone (tap to call), Telegram, location, timezone, language and browser.
• Contact attributes: the contact’s custom attributes, for reading only.
• Previous conversations: other conversations of this contact. Tap one to open it.
• Conversation info: ID, channel, inbox and when the conversation was created.

To edit the contact, open it in the Contacts tab. See Managing contact profiles.

Frequently asked questions

How do I snooze a conversation until tomorrow?

In the web dashboard. In the app, Snoozed always lasts 24 hours, or until the customer writes.

Why can't I change the status or the assignee?

Your role needs the permission Manage conversations (assign, resolve, reopen). Ask an administrator.

I assigned a teammate, but the row says Reserved. Why?

The teammate is at their limit. The conversation waits for them and reaches them as soon as they have room.

Can I refund a Shopify or WooCommerce order in the app?

No. The app shows store orders for reading. Refunds and cancellations in the app work for Stripe payments and subscriptions.

Why is Translation locked?

Translation needs the Business or Enterprise plan. If it says Turned off by your workspace admin, Copilot is switched off for you.

Why don't I see Ignore sender in Deskwoot?

It only shows in email conversations, and your role needs the permission Manage email spam filter.

Can I edit the contact's attributes in the app?

No. The app shows custom attributes for reading. You edit them on the web.