> ## Documentation Index
> Fetch the complete documentation index at: https://docs.superoffice.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Respond to requests on your mobile device

> In this how-to guide, you will learn how to reply to, forward, and comment on a request in Mobile CRM.

Response time is often a key metric for teams handling incoming requests.

<Note>
  A **Service Essentials** license or the **Core** plan is required to take action on a request.
</Note>

## Accept

For a request to be your responsibility, your name must appear in the **Owner** field.

If the request is unassigned, self-assign it to prevent others from responding at the same time.

<h2 id="reply">
  Reply / reply all <i class="ph ph-arrow-bend-up-left" aria-hidden="true" />
</h2>

A reply is an external message sent to the customer.

1. Tap **Reply** on the action bar.

   ![Mobile CRM: request header with action bar -app-screen][img4]

2. The customer's email address is prefilled in the **To** field. Optionally, add more recipients.

   ![Mobile CRM: reply screen -app-screen][img3]

3. Update request properties as needed (owner, status, category).

4. [Compose your message.](#message)

   <Note>
     Your signature is automatically included if available. See [how to add a signature](#add-signature).
   </Note>

5. Tap **Send**.

<h2 id="comment">
  Add comment (internal)
</h2>

Comments are internal messages used to collaborate before responding to the customer.

They are shown with a red background, are not visible to the customer, and are excluded when forwarding a request.

1. Tap **Comment** on the action bar.
2. Update request properties as needed.
3. Write your comment.
4. Tap **Save**.

![Mobile CRM: add comment screen -app-screen][img1]![Mobile CRM: request with internal comment -app-screen][img2]

<h2 id="forward">
  Forward <i class="ph ph-arrow-bend-up-right" aria-label="Forward" />
</h2>

Use **Forward** when you need to share the request with someone outside the organization.

[Forwarding a request][1] compiles all external messages along with your own message into a single email.

1. Tap <i class="ph ph-dots-three-circle-vertical" aria-label="Task menu icon" /> and select **Forward**.
2. Add one or more recipients in the **To** field.
3. Update request properties as needed.
4. Compose your message.
5. Tap **Send**.

<h2 id="call">
  Call customer <i class="ph ph-phone" aria-hidden="true" />
</h2>

Use the **Call** button to contact the customer directly from the request screen.

1. Tap **Call** in the action bar.

2. Select the number to dial.

3. Use the toggle to decide whether to log the call in SuperOffice.

   * When enabled, the call is logged as a phone activity under the request.

![Mobile CRM: call menu in request -app-screen][img5]

<h2 id="message">
  Working with messages
</h2>

While composing a reply or comment, you can add images, insert a reply template, or include a link to a FAQ from the **Task** menu.

<Tip>
  To discard your draft, tap the **Task** icon and select **Remove text**.
</Tip>

When your message is finished (you might insert multiple items):

* For replies and forwards, tap **Send** to deliver the message.
* For internal comments, tap **Save** to store the comment.

### Add image

1. Tap <i class="ph ph-dots-three-circle-vertical" aria-label="Task menu icon" /> and select **Add image**.

2. Take a photo or select images from your gallery.
   * You can select multiple images at once.
   * If images do not appear, check the image permissions for SuperOffice on your device.

3. The images are added as attachments.
   * Maximum total size: 25 MB per message.

### Insert reply template

A [reply template][3] can help you respond faster with predefined content.

1. Tap <i class="ph ph-dots-three-circle-vertical" aria-label="Task menu icon" /> and select **Insert reply template**.
2. Search for a template and tap to select.
3. The template is inserted at the cursor. Edit as needed.

### Insert link to FAQ

[Frequently Asked Questions][4] help reduce response time for recurring issues.

1. Tap <i class="ph ph-dots-three-circle-vertical" aria-label="Task menu icon" /> and select **Insert link to FAQ**.
2. Search for and select a relevant FAQ.
   * The link is inserted at the cursor position in your message.

### Add signature

1. Go to **Settings** > **Email settings** > **Add signature**.
2. Tap to edit the signature line.
3. Tap **Save**.

[1]: ../../request/learn/forward

[3]: ../../knowledge-base/learn/reply-templates/index

[4]: ../../knowledge-base/learn/faq/index

[img1]: /media/loc/en/mobile/request-add-comment.png

[img2]: /media/loc/en/mobile/request-with-comment.png

[img3]: /media/loc/en/mobile/reply-to-request.png

[img4]: /media/loc/en/mobile/request-header.png

[img5]: /media/loc/en/mobile/request-call-customer.png


## Related topics

- [Update request](/en/mobile/request/update.md)
- [Create reply template (in SuperOffice CRM)](/en/knowledge-base/learn/reply-templates/create.md)
- [Create FAQ entry (in SuperOffice CRM)](/en/knowledge-base/learn/faq/create.md)