Agent Mobile App: enabling sign-in for your agents

The agent softphone app requires the Agent Mobile App add-on on your server. How to enable it, and what agents see when it is off.

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, currently $29 per server per month, covers every agent on that server, on both platforms.

Enabling it

Click Servers in the left sidebar, then click your server.
Open the ⋮ (more actions) menu near the top of the page and choose Manage addons. This entry is only visible to owner accounts.
Find Agent Mobile App and click Add now, then confirm the payment: wallet-billed servers pay a prorated amount from the wallet for the remainder of the current period; card-billed servers get the item added to their Stripe subscription.
Done. Agents can sign in immediately — no server restart, no app reinstall.

What agents see without it

The app refuses 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."

The check runs before credentials are verified, on purpose — so this message tells the agent nothing about whether their username or password was correct.

If the add-on lapses mid-shift

A signed-in agent does not drop instantly. App sign-ins stay valid for the server’s agent session duration (24 hours by default — the same setting as the self-serve whitelist duration), and the app re-authenticates about an hour before that session ends. So an agent whose add-on just ended keeps working until their current session expires — up to roughly a day with default settings — and is then signed back out to the login screen with the same "not enabled" message.

Removing the add-on

Open ⋮ → Manage addons and click Cancel at period end on the Agent Mobile App row. Removal follows the standard add-on policy: no refund, agents keep access until the end of the period you already paid for, and billing stops from the next renewal. A pending removal shows an Undo button until it takes effect.

Grandfathering (July 2026 rollout)

Servers that existed before sign-in enforcement went live in July 2026 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.