Give a team member mobile access
How to give a colleague access to the Hello Customer mobile app. There’s nothing to configure in the mobile app itself. Mobile access mirrors a user’s permissions in the Hello Customer web app.
The key idea
Section titled “The key idea”The mobile app shows a user exactly what their account is allowed to see and do in Hello Customer. To give someone mobile access, grant them the right access in the web app and it carries over to mobile automatically.
There is no separate “mobile permission” to switch on per user — the mobile app reads the same permissions as the web app.
What counts as separate permissions
Section titled “What counts as separate permissions”These are independent — granting one does not grant the others:
- Viewing feedback — access to one or more touchpoints lets the user see that touchpoint’s feedback.
- Replying to customers (Close the Loop) — a separate permission on top of viewing. A user can view feedback without being able to reply.
- Viewing Insights — analytics access is granted separately from feedback viewing.
A user with no touchpoint access sees No touchpoints available and Contact your administrator to get access. in the mobile app.
💡 The fastest way to check what a user actually has: ask them to open Settings → Your access in the mobile app. It lists their touchpoints, shows a Reply pill where they can respond, and an Insights group when that add-on is on.
How to grant access
Section titled “How to grant access”You manage all of this from the Hello Customer web app, where you already control who can see which touchpoints and who can reply:
- Give the team member access to the relevant touchpoint(s) so they can view that feedback.
- Grant the reply (Close the Loop) permission if they should respond to customers, not just view.
- Grant Insights / analytics access if they should see the Insights dashboard.
The changes carry over to mobile automatically — there’s nothing extra to set on the phone. If you’re unsure where a specific permission lives in the web app, contact your Hello Customer representative.
How the user gets onto mobile
Section titled “How the user gets onto mobile”Once they have access, share your organization’s mobile QR code so they can sign in on their phone — see Find and share the mobile app QR code.
ℹ️ Add-ons (Close the Loop, Insights) must also be enabled for your organization for those features to appear at all — see Enable mobile add-ons. Per-user access only matters once the add-on is on.