Enable mobile add-ons
Some mobile features only appear when the matching add-on is enabled for your organization. This article explains what each add-on unlocks and points to where they’re managed.
How add-ons work
Section titled “How add-ons work”Add-ons are configured at the organization / subscription level, not per user. When an add-on is on, its features become available in the mobile app for everyone. Each user still only sees the touchpoints and actions their own permissions allow.
If an add-on is off, its features are hidden from everyone, regardless of individual permissions.
The mobile add-ons
Section titled “The mobile add-ons”- Close the Loop — lets users reply to customers in the app and move conversations through To do, In progress, and Done. Without it, the app is view-only for feedback. Replying is also gated by a per-user permission (see Give a team member mobile access).
- Insights — adds the Insights tab with scores, response counts, top categories, and AI recommendations. Users also need access to touchpoints with analytics to see data.
ℹ️ Alerts is a planned add-on, not yet available. When it ships it will add automated trend and threshold alerts to the Notifications tab (and rename it Alerts). It isn’t something you can enable today.
Enable an add-on
Section titled “Enable an add-on”Mobile add-ons are set at the organization level. If you’d like Close the Loop or Insights turned on for your organization, contact your Hello Customer representative. Once an add-on is enabled, users pick up the change at their next sign-in — ask them to sign out and back in (or fully reopen the app) if they don’t see it.