📱 Advisor Mobile App Guide

This guide covers everything you need to know about using the Keen Advisor Mobile App—including key features, managing live sessions, and troubleshooting tips to keep your business running smoothly.

🛠 1. Features & Tools

The Advisor Mobile App is your command center for managing your Keen business on the go.

• Availability Manager: Toggle your status between Taking Calls, Taking Chats, or Offline.

  ⚠️ Note: Logging out of the app automatically sets your status to Offline (except for call status).

• Schedule & Waitlist: Sync your call schedule from Keen.com and manage your Arranged Conversations.

• Business Insights: Track your Balance & Transactions, send Free Minutes, and access your Customer List.

• Accessibility: Customize your experience with Dark Mode, adjustable font sizes, and text-to-speech.

📞💬 How to Take Calls & Chats

Accepting sessions on mobile is seamless and comes with the added benefit of instant push alerts.

Incoming Calls

• Alerts: You will receive a push notification and a sound alert.

• Action: Simply tap the alert to answer. This works even if the app is running in the background.

Incoming Chats

• Acceptance: You have 60 seconds to accept a chat request before it expires.

• Efficiency Tip: Use Voice-to-Text to respond to customers faster while on mobile.

🔔 Notifications & Alerts

To ensure you never miss a connection, verify your settings:

1. Enable Push Notifications specifically for the Keen Advisor app.

2. Allow Sounds & Alerts so you can hear incoming requests.

3. Enable Lock Screen Notifications so you can see requests without unlocking your phone.

🚧 Troubleshooting: Technical Fixes

🛑 Quick Checklist: Try These First

Before changing any settings, ensure:

• App is updated to the latest version.
• Internet is stable (Wi-Fi or strong mobile data).
• Airplane Mode is turned OFF.
• Do Not Disturb/Focus Mode is turned OFF.
• Log Out & Log Back In: This often refreshes your connection to the servers .

📱 Fix 1: Check Notification Permissions

The app only asks for permission once. If you declined it, you must enable it manually.

For iPhone

1. Go to Settings > Keen Advisor > Notifications .
2. Toggle Allow Notifications to ON.
3. Ensure Lock Screen, Banners, and Sounds are all enabled.

For Android

1. Go to Settings > Apps > Keen Advisor > Notifications .
2. Ensure notifications are ON.
3. Android 12/13+: Search for "Display over other apps" in Settings and ensure it is ON for Keen Advisor to see full-screen chat alerts.

🔋 Fix 2: Stop Battery Optimization (Crucial for Android)

Aggressive battery saving is the #1 cause of missed alerts on Android.

• Samsung: Settings > Battery > Background Usage Limits. Ensure Keen Advisor is NOT in "Sleeping apps" .
• Xiaomi/Huawei/OPPO/OnePlus: Go to the app's battery settings and select "Don't Optimize" or "Unrestricted".
• iPhone: Go to Settings > General > Background App Refresh and ensure it is ON for Keen Advisor .

🛠️ Fix 3: The "System Flush"

If settings look correct but alerts still fail, perform a clean reinstall:

1. Uninstall the Keen Advisor app.
2. Restart your phone completely.
3. Reinstall the app and Sign In immediately.
4. Accept all permission prompts that appear.

📑 Fast Triage Reference

Still having trouble? Please contact support with your Device Model, OS Version, and App Version so we can escalate this to our technical team .

🆘 When to Contact Support

If issues persist after troubleshooting, please submit a request via the Support Form and include:

• Device Type (e.g., iPhone 15, Samsung S24)

• App Version (Found in app settings)

• Timestamp of the missed session

• Screenshots of your notification settings