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Mobile App FAQ

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  1. Why a mobile template that has an affiliated link was truncated while sent out?
    Answer: – Need to attach the link in ‘encoded’ type, actually it is Gmail that is truncating the message due to the presence of an unencoded URL in the message, with Outlook it will work fine.

  2. Why is the mandate system field ‘Member Secondary Address’ getting saved while submitting a form?
    Answer:– Would have to check for lead origin and the form which is applied on the work area. If it is through quick add form or import then ideally that field won’t get captured. The leads which are created via mobile forms only can able to fetch the location from mobile.
     3. Why are calls not getting tracked automatically in the report via Call and SMS tracker, forcing the user to manually sync?
          Answer: Please check if the user is using third-party dialers to make calls, for instance, true caller, or different profile dialers, If yes, then the calls will not sync automatically. We can either ask the user to uninstall the third-party dialer or use the default dialer while making calls from LeadSquared.

      4. How can I prevent 2 mobile app users to log in via different devices at the same? 
Answer: We can get the dynamic token enabled in the account by raising the request with the Mobile App Team. It is enabled by default for new tenants.
   
5. While doing manual sync from the mobile app, the sync is not getting completed, why does it throws an error in Sync?
Answer: From the mobile app while doing manual sync if the sync is not getting completed or before completion of the sync if it throws error Error in sync, kindly disable the API permissions from permission templates.

6. How to capture a picture of a user while checking in and checking out in the mobile App?
Answer: To enable this feature – 

Navigate to My Profile>Settings>Mobile App>Additional Settings.
Under App Related, alongside Image linked Check-in/out, click the dropdown and select the relevant option –

Check-in only – image capture will be mandatory only during check-in.
Check-out only – image capture will be mandatory only during check-out.
Both Check-in and Check-out – image capture will be mandatory during check-in

NOTE-Set the Location Tracking Accuracy as V2-High for this feature to work.


Question: The client was facing an issue where the location tracking was not working as expected.
Solution: Once we have to check from the backend team whether the Lead Insights Tracker / DTR is enabled from billing team.

Question: How does the near me feature in the mobile app fetch the location of leads?

 Solution: Near me, the feature fetches the location based on the two lead fields (Latitude and Longitude). These two fields should have coordinate values so that the near me feature will fetch the location accordingly.


Question: Newly added mobile users in the account are not receiving OTPs to reset the password. Also we can identify if the mobile users are newly added or not by logging in from mobile app after entering email address the page redirects to reset password page.
Solution: The issue lies with the Authentication Transaction account from Sendgrid. Our email experts have identified the problem: the user was moved to the suppression list. After removing the user from the suppression list, they were successfully able to receive the OTP email, set the password, and log into the application.

Question: The customer is unable to install the mobile application despite meeting the pre-requisites
Solution: Kindly request the client to follow the below steps to resolve the issue. 

  • Reboot your device
  • Reset app permissions
  • Clear your play store cache

Question: While trying to sync the mobile app we are getting this error “Sync Incomplete, We’re facing issues with sync now, please try again later “.

Solution: -> It might be a network issue informing the user to perform sync in a stable network.


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