TrolyPage mobile support

1. Overview & Getting Started

TrolyPage Mobile is the dedicated companion application for Marketing, Sales, and Customer Support teams, allowing you to triage and resolve omnichannel customer conversations, review CRM context, and receive team assignments on the go—synchronized with the TrolyPage web platform.

Minimum System Requirements

• iOS: iOS 15.0 or later (compatible with iPhone, iPad, and iPod touch).
• Android: Android 8.0 (API Level 26) or later.
• Network: Stable Wi-Fi, 4G, or 5G internet connection.

Official Store Downloads

To ensure security and data protection, only download TrolyPage from official app marketplaces:

• Apple App Store: Search for TrolyPage or install via App Store on your iOS device.
• Google Play Store: Search for TrolyPage published by SkyNet Solution on your Android device.

2. Authentication, Account Security & 2FA

The mobile application shares a unified authentication backend with the TrolyPage web platform:

• Account Sign-in: Enter your registered TrolyPage email address and password. Single sign-on (SSO) and linked authentication methods are supported if configured for your workspace.
• Two-Factor Authentication (2FA): If 2FA is enabled on your account, enter the 6-digit one-time password (OTP) generated by your authenticator app (such as Google Authenticator, Microsoft Authenticator, or Apple Passwords). This ensures customer conversations remain secure even if credentials are exposed.
• Emergency Recovery Codes: If you lose your authenticator device, use one of the backup recovery codes generated when setting up 2FA on the web to log in.
• Session Management & Remote Device Revocation: Each mobile installation receives an isolated hardware-backed session identifier. If your phone is lost or stolen, log in to the web platform at trolypage.com, navigate to Settings > Security > Active Sessions, and click Revoke Session to terminate access immediately.
• Password Recovery: Tap Forgot Password? on the login screen and enter your registered email address to receive a secure reset link.

3. Omnichannel Inbox & AI Copilot Assistance

The mobile app is optimized for rapid one-handed triage across 5 native destinations:

• Overview (Home): Dashboard summarizing unread conversations, urgent response deadlines (SLA timers), tasks assigned to you, and daily sales metrics.
• Inbox: Real-time omnichannel workspace connecting Facebook Messenger, Instagram Direct, Zalo Official Account (OA), and Webchat. Includes quick filtering by channel, priority, tag, or team assignee.
• Tasks: Manage support tickets, customer follow-up actions, and social post approval requests.
• Notifications: Instant alerts for new conversations, assignment changes, and team @mentions.
• More: Account profile, workspace switching, notification settings, subscription management, and support access.

Human-in-the-Loop AI Copilot

Mobile AI features accelerate your triage workflow while keeping people firmly in control:

• Contextual Draft Suggestions: AI analyzes incoming customer inquiries and available product data to generate relevant, accurate response drafts.
• Conversation Summaries: Review long conversation histories in seconds with a single-tap AI summary before responding.
• Human Oversight: All AI-generated suggestions appear strictly as editable drafts. Messages are only dispatched when you review, refine, and explicitly tap Send.

4. Device Permissions & Attachments

To support rich customer communication, the app may request specific system permissions. All permissions are optional and can be granted or revoked at any time:

Permission	Purpose	Operation & Security
Camera	Capture photos of products, packages, receipts, or documents to attach directly to customer replies.	Activated only when you explicitly tap the Camera icon in chat. Background capture is strictly prevented.
Photos & Media	Select existing images/videos to send to customers, or save received customer media to device storage.	You can grant full library access or select specific items via native system photo pickers on iOS and Android.
Microphone	Record voice notes to preview and send directly in conversations with customers.	Requested and utilized only while holding or tapping the voice record button. Never runs in the background.
Notifications	Receive real-time push alerts for new incoming messages, urgent SLA deadlines, and team approvals.	Can be enabled, disabled, or tailored by alert type in app preferences and system settings.

How to re-enable permissions if previously denied:

• On iOS (iPhone/iPad): Open System Settings > scroll down to TrolyPage > toggle on Camera, Photos, Microphone, and Notifications.
• On Android: Open System Settings > Apps > TrolyPage > Permissions > grant the required permissions.

5. Real-Time Push Notifications & Alert Optimization

The mobile app delivers alerts via Apple Push Notification service (APNs) on iOS and Google Firebase Cloud Messaging (FCM) on Android to ensure time-sensitive inquiries are never missed.

Notification Troubleshooting Guide

• For iOS devices:
  1. Check if Focus Mode or Do Not Disturb is active. If so, add TrolyPage to the Allowed Apps list.
  2. In Settings > Notifications > Scheduled Summary, verify TrolyPage is set to Immediate Delivery rather than being batched into a digest.
  3. Ensure Background App Refresh is enabled for TrolyPage in system settings.
• For Android devices:
  1. Go to Settings > Battery > TrolyPage (or App Info > Battery) and select Unrestricted / No restrictions to prevent OS background killing.
  2. On vendor skins (Xiaomi MIUI/HyperOS, OPPO ColorOS, Vivo Funtouch, Samsung OneUI): Enable Autostart and allow background activity.
  3. Ensure Background Data is not restricted under Data Usage settings.

6. Offline Outbox & SQLite Synchronization

Because sales and customer care staff frequently encounter intermittent network connectivity (elevators, basements, transit), TrolyPage Mobile employs an offline-first SQLite database architecture:

• Uninterrupted Work: When offline, you can continue browsing cached conversations, reviewing customer details, drafting responses, and tagging conversations.
• Outbox Queue: Messages and actions taken offline are queued in the local outbox and badged with a pending clock icon.
• Automatic Reconciliation: As soon as connectivity is restored, the background sync engine transmits queued outbox actions to the server and reconciles state with your team.
• Pull-to-Refresh: Swipe down on the conversation list at any time to trigger an immediate sync and check for new updates.

7. Service Plans, In-App Purchases & Subscriptions

TrolyPage offers flexible plans ranging from a Free tier to Growth and Enterprise tiers:

• Native Mobile Store Billing: Subscriptions purchased within the mobile app are processed exclusively via native store billing: Apple In-App Purchase (IAP) on iOS and Google Play Billing on Android. Payment is charged to your Apple ID or Google Account upon confirmation.
• Automatic Renewal: Mobile subscriptions automatically renew at the end of each billing cycle (monthly or annually) unless auto-renew is cancelled at least 24 hours prior to the renewal date.
• How to Cancel Auto-Renewal:
  • On iOS: Open Settings > tap your Apple ID profile at the top > Subscriptions > TrolyPage > Cancel Subscription.
  • On Android: Open Google Play Store > tap your profile icon > Payments & Subscriptions > Subscriptions > TrolyPage > Cancel Subscription.
  • Note: After cancellation, your plan features remain accessible until the end of the current paid billing cycle.
• Restore Purchases: When upgrading or reinstalling on a new device, tap Restore Purchases in More > Subscription to re-link your active store subscription.
• Refund Policy for Store Purchases: In-app purchases are billed and managed by Apple or Google. Refund requests must be submitted directly to the store: on iOS via reportaproblem.apple.com; on Android via Google Play Order History. TrolyPage does not directly bill or refund store transactions. For full details, see our Terms of Service and Cancellation and Refund Policy.

8. Privacy & Account Deletion Guide

TrolyPage adheres to strict data privacy standards including Vietnamese Decree 13/2023/ND-CP and international privacy requirements:

• Hardware-Backed Credential Storage: Access tokens and session secrets are encrypted and secured using hardware security modules (`expo-secure-store` via iOS Keychain and Android Keystore).
• In-App Account Deletion Workflow:
  1. Open the TrolyPage mobile app and tap the More tab.
  2. Navigate to Account & Security > tap Delete Account.
  3. Review the permanent deletion advisory and tap Confirm Account Deletion.
• Online Deletion Request: You may also initiate an account and data deletion request at any time through our web portal at TrolyPage Account Deletion.
• Deletion grace period: 7 days. You may cancel before processing starts. After the grace period, we remove your login identities and personal data. A workspace with no other members is closed and its operational data is deleted. Shared workspace data remains with its members. Accounting records and records required by law may be retained; backups expire under our retention policy. Deleting your account does not cancel App Store or Google Play subscriptions: cancel them in your store subscription settings.

9. Troubleshooting & Frequently Asked Questions (FAQs)

10. Support Channels, Operating Hours & Service SLA

If you encounter technical issues or need operational assistance with TrolyPage Mobile, our support team is available:

• Official Support Email: [email protected]
• Support Hotline: +84 964 842 168
• System Status Dashboard: status.trolypage.com
• Official Websites: trolypage.com | skynetsolution.click
• Support Hours: Monday through Friday, 08:00 to 18:00 (Vietnam Time UTC+7), excluding national public holidays.
• Response SLA: Inquiries are acknowledged within 24 business hours; typical technical investigations are resolved within 1 to 3 business days.

Service Developer and Operator:

SkyNet Solution
skynetsolution.click
[email protected] · +84 964 842 168