Mobile app

The Sela mobile app is for your team, not your customers. It lets operators answer conversations, claim escalations, follow work and take calls from a phone. It uses the same account, permissions and plan limits as the dashboard, in Arabic (with right-to-left layout) or English.

Install#

Both store links are in the footer of the Sela website. The app requires a real device for push notifications; simulators and Expo Go cannot register.

Sign in#

Sign in with the same account you use on the web. Apple sign-in is available on iPhone. You see the workspaces you belong to, and Switch workspace under More changes between them. Your role decides what you can see and do, exactly as on the web, and plan gating is enforced on the server. A member who is on hold has read-only access.

What the app does#

The bottom tabs are Chats, Contacts, Work, Overview and More.

Availability. Set yourself Online, Busy or Offline from the status sheet. Online is kept up to date automatically while the app is active.

Calls. Incoming Telegram calls show a banner, and calls are available under More. See Calls.

AI handoff summary. Conversations that need review show the AI handoff card above the messages. After reading it, tap the card's × button to hide it. To bring it back, open the three-dot menu beside the call button and choose Show AI handoff summary. You can also choose Hide AI handoff summary from that menu. The app remembers your choice for that conversation on this phone, separately for each operator and workspace. A new handoff appears again. Hiding the card does not mark the conversation reviewed or change its assignment.

Conversation layout and attachments#

While you scroll through a conversation, the next date separator pushes the pinned date pill out and takes its place. On iPhone, the composer sits closer to the home indicator. Tap the paperclip to open the attachment drawer, then choose the photo library, camera or document picker available for the conversation's channel.

Voice messages#

Press and hold the microphone to record. The recording controls and timer appear once the microphone is ready. Slide left to discard, or slide up to lock recording so you can release your finger. In locked mode, tap Stop recording to preview the note, Send voice message to send it, or the trash button to discard it.

A cancelled microphone gesture discards the recording. Leaving the app during recording also discards it. Voice notes keep their playback controls and waveform in place when you start playback or the conversation updates. The waveform is a playback progress track, not a live microphone level display.

Push notifications#

1. Open the app and follow the prompt to allow notifications. The app asks after you take an explicit action, not at first launch.
2. Accept the operating-system permission.
3. In More, Notifications, choose what to be alerted about. The options mirror the web preferences described on Notifications, SLA and escalations.

Behind the scenes the app registers your device with the workspace. On Android there are two channels: default and critical. The critical channel is used for escalations and other urgent alerts. Tapping a notification opens the exact conversation or record, switching workspace first if needed. Removing a notification from the phone tray marks it seen on the server, and reading in the browser eventually clears it on the phone.

A delivered push only means the phone service accepted it. If nothing appears, check the switch inside the app, the system permission, battery saving on Android, and that you are signed in to the right workspace. Push is delayed by 10 seconds by default and held during quiet hours unless the alert is critical.

When any teammate opens a conversation, earlier broadcast alerts for its customer messages, new-conversation event and escalation are cleared from other signed-in phones while their apps are active, or when they next return to the foreground. Each operator's unread activity feed stays personal. Newer messages, personal mentions and incoming calls keep their own alerts. Opening an escalation does not approve or resolve it. A suspended or closed app may keep an existing system notification until it resumes.

Mobile-only features#

• Escalation queue. Shows how many conversations are waiting, how many are yours, who is online and the average wait, with Claim, Release and View buttons. There is no matching page on the web; use Needs review and Unassigned in the web inbox.
• Push alerts with lock-screen previews you can hide, and notification tray syncing.
• Voice recording and resumable uploads for attachments while on a weak connection.
• Incoming call banner for Telegram calls.

Updates#

Sela updates the app in two ways.

Store updates. The app checks for a new store version. If a newer version exists, it offers the update, and you can choose Later to be reminded after 24 hours. Sela can also mark a version as the minimum supported. Below that version the app requires the update before you can continue. Release notes appear in English and Arabic.

Over-the-air updates. Text, layout and other non-native changes can arrive without a store release. The app checks when it launches and when you bring it to the foreground, at most every 15 minutes, downloads the update and offers a restart banner. If you decline, the update applies the next time you open the app from scratch. Changes to native features need a new store version. Only app builds that include the update system receive over-the-air updates, so an older installed build may need a store update first.

Limitations#

• It is an operator app. It does not include the settings screens for the AI, channels, billing, white label or API keys; use the web dashboard for those.
• Reports on mobile are a read-only view of the same data as the web, and agents do not have access. See Reports and analytics.
• Push does not work on simulators or in Expo Go.
• WhatsApp free-form replies still stop 24 hours after the customer's last message; use an approved template.
• Edits to notification behaviour that shipped in a newer build appear only after you update the app.

Troubleshooting#

Assignment, privacy and contact tools#

The Chats header includes a smart-assignment switch beside silent mode. Turn it on to delay claiming until your text replies meet the reply count and time window set by your workspace administrator. Turn it off to claim an unassigned conversation on your first reply, the same as on the web. Manual assignment remains available.

Mobile follows the workspace's phone masking and reason requirements. Revealing a masked number, closing a conversation, or taking it from a teammate asks for a typed reason when required. Calling or opening WhatsApp from a masked contact number uses the same reveal permission and reason rule.

On a contact detail screen, members with edit permission can change or remove the customer's photo. Merge with another contact lets members with merge permission search for the same person on another channel, choose which record survives, give a reason and type the confirmation word. Duplicate suggestions open the same merge sheet.

Under More, members can change their own Sela photo and control Show my photo to customers on calls for Telegram calls. A workspace administrator's chosen member name and photo also appear in mobile rosters.