UCC Mobile App (Android)

The Unified Contact Center applet runs in a browser. This app is a companion client for agents working away from a desk: the same conversations, on an Android phone. It talks to the same API as the applet, so a reply sent here is the same reply sent there.

A desktop version of the same app runs on Windows.

Working a conversation, at a glance

Install the app from a build (it is not on Google Play yet) and sign in with your BigLedger email and password; pick a workspace if you have more than one. Your login must already have access to a UCC workspace: the app creates nothing (Signing in).
Open a conversation from the chat list, which opens on Inbound; a group opens its topic list first (The chat list).
Reply with text, a 📎 attachment or a 🎤 voice note. With a hardware keyboard, Enter sends and Shift+Enter or Ctrl+Enter starts a new line (Replying).
Tap a notification to open its conversation. There is none for a chat you already have open (Notifications).
With no connection, a text reply waits and sends itself when the connection returns. Attachments and voice notes are not queued. A message marked "⚠ Not sent · tap" waits for you to choose Send again, which could deliver the customer a second copy, or Discard (With no connection).

Meet GadgetSphere

GadgetSphere Online Sdn Bhd (GSO) answers customers on WhatsApp and web chat. One of the four agents in its Orders team spends the afternoon on the fulfilment-centre floor and keeps answering the “where is my parcel” chats from an Android phone. The web-chat conversations wait for a colleague at the desk, because the app handles WhatsApp and Telegram only.

Before you start

You need a BigLedger login that already has access to a Unified Contact Center workspace. The app creates nothing: if an agent, endpoint or channel is not set up in the Unified Contact Center applet, it will not appear here.

The app is not on Google Play yet, so it is installed from a build — an APK from the CI pipeline, or Play’s internal testing track once a release is published. PUBLISHING.md in the repository describes that pipeline.

Signing in

Enter your BigLedger email and password. If your login has access to more than one UCC workspace, a workspace list appears next; pick one and the app remembers it.

You stay signed in after closing the app. Signing out is in Profile, and it clears the saved session and everything stored on the device.

The chat list

The list opens on Inbound — the conversations assigned to your workspace, newest activity first. Each row shows who the conversation is with, the last message, when it arrived, and an unread count.

Search filters by contact name or by message text.
All / WhatsApp / Telegram filters by channel.
Tap a row to open the conversation. A group opens its topic list instead, and you pick the topic you want; each topic carries its own unread count, and the group’s badge is the sum of them.

The list reorders itself as messages arrive. You do not need to pull to refresh.

Replying

Type in the box at the bottom and tap ➤. With a hardware keyboard attached, Enter sends and Shift+Enter or Ctrl+Enter starts a new line.

Attachments are behind the 📎 button: a photo, a video or a document. Pick the file, add a caption if you want, and it sends.

Voice notes: with the message box empty, the button on the right is a 🎤. Tap it to start recording, then send or cancel.

Media you receive: tap a photo to open it full screen, where you can pinch to zoom, drag to pan, and double-tap to zoom in and out. The top bar has a download button. Tapping the background closes it, unless you are zoomed in.

Notifications

While you are signed in, the app keeps a connection open and notifies you when a message arrives. Tapping a notification opens that conversation.

Two deliberate behaviours:

No notification for a chat you already have open. You see the message arrive in place instead.
In a group, the notification names the sender, as Group name then Sender: message.

Android shows a permanent low-priority notification while the connection is running. That is the service that keeps messages arriving. The notification sound follows your system settings for the app’s New messages channel.

With no connection

The app stores conversations, messages and your read position on the phone, so it is usable offline rather than blank.

Reading. Open the app with no signal and your chat list is there, under an “Offline — showing saved chats” bar with a Retry button. Chats open and show their saved messages — about the most recent 200 per chat, and per topic in a group. Photos, video and voice notes are not stored, so those show a placeholder until you are back online.

Replying. A message you send with no connection is saved on the phone and shows a clock and “Waiting to send”. It survives closing the app. When the connection returns, waiting messages send themselves, oldest first, and the clock becomes a tick.

When a message cannot be confirmed, it stops and shows "⚠ Not sent · tap". Tapping offers Send again or Discard. The app does not retry these by itself, deliberately: it cannot tell whether the server received the message, and sending again could deliver the customer a second copy. That decision is left to you.

The menu

The ☰ button opens the drawer:

Entry	What it does
Conversations	The chat list
Notifications	Sample data only — see below
Tasks	Sample data only — see below
Profile	Your account, appearance and workspace
SHOW: Inbound / Outbound Leads	Switches what the list shows

Profile holds the Dark mode switch (the app otherwise follows your phone’s setting at launch), the Workspace card for switching tenant, and Sign out.

What this app does not do yet

Stated plainly, so you can plan around it:

Outbound Leads, Notifications and Tasks show fixed sample data, not your workspace’s. Only Conversations is wired to the server.
Media is not available offline, and media sends are not queued — a photo or voice note sent with no connection is lost if you close the app, unlike a text message.
No email, Facebook, Line, WeChat or other channels. The app handles WhatsApp and Telegram.
No broadcasts, no tags, no agent assignment, no reports. Those live in the applet.

What success looks like

Two minutes, with the app signed in, the conversation closed and a second phone to hand:

From a phone that is not an agent’s, send a WhatsApp message to a number your workspace answers. A notification arrives; tapping it opens that conversation.
Reply. Open the same conversation in the Unified Contact Center applet: your reply is there, because both talk to the same API.
Turn the phone’s connection off, send a short text, and see the clock and “Waiting to send”. Turn the connection back on: the clock becomes a tick.

Common mistakes

Symptom	Cause	Fix
A conversation you expected is not in the list	The app creates nothing: the agent, endpoint or channel is not set up in the applet, or the chat is on a channel the app does not handle	Set it up in the Unified Contact Center applet; answer e-mail, Facebook, Line and web chat there
The customer received your message twice	Send again was tapped on a "⚠ Not sent · tap" message that the server had in fact received	Before tapping Send again, look for the message in the conversation in the applet; if it is there, choose Discard
A photo or voice note sent with no signal never arrived	Media sends are not queued, and one sent offline is lost if you close the app	Send media only when you are online; only text waits and sends itself
Tasks or Notifications shows items nobody recognises	Those screens show fixed sample data	Work tasks in the applet’s Inbox
No notification for a message that arrived	It is in the conversation you have open, which is deliberate	Nothing to fix: the message appears in place