Agent Mobile App: enabling sign-in for your agents

The agent mobile softphone (iOS + Android) is a per-server add-on. Agents can only sign in to the app when their server has the Agent Mobile App add-on active — one add-on covers every agent on that server, on both platforms.

Enabling it

1. Dashboard → your server → Add-ons.

2. Enable Agent Mobile App. Wallet-billed servers pay a prorated amount for the remainder of the current period; card-billed servers get the item added to their subscription.

3. Agents can sign in immediately — no server restart, no app reinstall.

What agents see without it

The app rejects sign-in at the login screen with: "The mobile app is not enabled for your organization. Ask your administrator to add the Agent Mobile App add-on from the dashboard." Credentials are never checked for unsubscribed servers, so this message does not indicate whether the username or password was correct.

If the add-on lapses mid-shift

The app re-authenticates roughly every hour. Signed-in agents on a server whose add-on has ended are signed out at their next re-auth — within about an hour — and land back on the login screen with the same message.

Removing the add-on

Removal follows the standard add-on policy: no refund, access continues until the end of the period you already paid for, and billing stops from the next renewal.

Grandfathering (July 2026 rollout)

Servers that existed before sign-in enforcement went live received a free demo of the add-on for the remainder of their then-current billing period. From their first renewal after the rollout, the add-on must be purchased for agents to keep using the app.