Support

Browse through these FAQs to find answers to commonly asked questions. If you're a new user of Qwil Messenger, we also encourage you to read through the relevant emails sent to you regarding the onboarding process.

If you are a superuser at one of our customer organisations you can login to our customer documentation area using the details provided to you during the onboarding process.

Summary
About Qwil Messenger
Qwil Messenger is a highly secure and compliant, multi-tenant instant messaging platform designed for all professional firms, and their clients and partners. It is one single app for everyone.
To gains access, a user must be invited by email by their organisation and complete the account sign-up process. This approach is an important security aspect of the platform, as every user account is created by the organisation with whom they can engage, using verified identity information. There is no self-provisioning of user accounts.
Qwil Messenger provides a safe and compliant chat platform to interact with multiple different organisations. It has been designed specifically for firms who need to manage financial crime and fraud risks, as well as meet recording and auditing obligations when managing communications. These companies are also using Qwil Messenger as they recognise that users only want one app for business chat and don't want the friction of having a separate chat app per company. We provide a highly scalable, cost-effective global solution that enables an exceptional user experience.
Email is not a secure communication channel and is highly susceptible to fraudulent attack. This means that email does not provide the level of security and privacy required. Qwil Messenger is designed to overcome these challenges, whilst providing you a familiar chat interface and experience.
The use of chat is subject to the Terms of Use of each organisation that you have been invited to engage with on the platform. Being a secure communication channel, Qwil Messenger has been designed to enable confidential matters to be discussed, documents shared, instructions to be received and communication co-ordinated according to the confidentiality rules and coverage model at each organisation.
Chat has overtaken email as the most popular form of digital communciation, with over 50 billion messages sent every day. Qwil Messenger enables chat to be used for business purposes and can naturally replace email where the communication can be done more efficiently, securely and provide a superior client experience.
We chose the name "Qwil" as a modern take on the traditional Quill pen: history's most prominent writing tool that pioneered the spread of written communication. It composed our literature, affirmed our legal landmarks, and enabled commerce to flourish. Now, in the digital age, its influence is embraced by Qwil Messenger. We continue this ideal of simple written instant communication to revolutionise how businesses interact with their clients.
Qwil Messenger provides a safe and compliant chat platform to interact with your organisation. It has been designed specifically for firms who need to manage financial crime and fraud risks, as well as meet recording and auditing obligations when managing communications. For more information, check out our website or get in touch using our contact form.
Security and Data
Every aspect of our platform has been designed to meet the most stringent security requirements of the world's largest regulated firms. Our measures include:

  • Two-factor authentication (2FA) for every user, on every device.
  • End-to-end data encryption both in-flight and at rest.
  • Users only have access to the features and functions they are entitled to and we fully audit every system action, including read receipt for each message sent.
  • Data containerisation on staff mobile devices and network access restrictions to only allow staff access from authorised workstations.
Yes. We utilise end-to-end data encryption, both in-flight and at rest. Qwil Messenger supports the latest recommended secure cipher suites to encrypt all data, including use of TLS 1.2 protocols and AES256 encryption.
We only hold information to provide access to the Qwil Messenger platform, and to the brand spaces for organisations to which you have been invited. This includes your email address, mobile phone number, password, device information, IP address details, login attempts, and that our Terms of Use have been accepted. All of your information is securely stored and protected and is not used for any other purpose. For more details, please refer to our privacy policy. All other data you use within the service is within the control of the organisation with which you are interacting. Please refer to their respective privacy policy and Terms of Use for more information.
Your chats are hosted in data centres maintained by industry-leading service providers. Data centre providers offer state-of-the-art physical protection for the servers and related infrastructure that comprise the operating environment for Qwil Messenger's services. This data hosting is agreed with each organisation on the platform and we aim to ensure the highest security standards are maintained at all time.

The organisation who invites you on Qwil Messenger will specify in the Terms of Use how data and chat information will be used to support their business purposes.
No. Unlike other social chat apps, Qwil Messenger does not access any of your personal data which you have on your phone that is not specifically indicated in our Terms of Use, or which you are asked to give explicit consent for. This would be a privacy breach. Your Qwil Messenger contact list is populated by the organisation who has invited you on the platform. You may choose to share images or files, but this is on a case-by-case basis, and completely within your control.
No. Qwil Messenger provides a highly secure and confidential utility service for users to connect through a single app globally. Our software service has been specifically designed to provide a rich and familiar end user experience for the sole purpose of enabling secure chat between companies and their clients and partners for business purposes. At all times, chat data is controlled and managed by the organisation you are interacting with in line with stringent security and regulatory requirements.
By default, only chat participants have access to their chats. In certain circumstances, authorised personel at the organisation you are chatting with, can access to review any user's chat details, should the need arise. Qwil Messenger works in the same way as a recorded phone line where all conversations are recorded for security and privacy purposes. Your organisation will also need to meet any request by authorities regarding data access and our platform has been designed to support this.
Your organisation will store your chats and data to meet their regulatory and legal obligations. If you no longer use their services, you may lose access to engage with them on Qwil Messenger. However, you are able to request a record of all of your chats, as well as exercise your rights provided by data protection regulations (e.g. GDPR in Europe).
Subscribing to use Qwil Messenger for my organisation
Using Qwil Messenger is free for all clients and partners of organisations using the platform. We only charge organisations a subscription fee for their staff usage and any data hosting charges. As Qwil Messenger uses data on mobile devices, you may be charged for data usage by your mobile phone provider.
Every user has access via the mobile apps, as well as the web app using your desktop Chrome, Firefox, Opera or Safari browser. You can accept the invitation and create your Qwil ID and password on both mobile and web. When you login for the first time on a new device, you will use the same Qwil ID, password and one time passcode sent via SMS to activate your profile.
Qwil Messenger requires a data connection to be able to send and receive messages. On mobile, offline mode is available, so downloaded messages and content can be accessed when a connection is not present.
You will need to check with your mobile service provider.
Yes. You can draft messages offline, but these messages will be queued until a data connection is available.
Qwil Messenger has been designed to achieve the best performance everywhere in the world. As opposed to other social chat platforms, which may be blocked/banned by authorities in certain jurisdictions, Qwil Messenger is a professional service which meets the necessary regulatory requirements for businesses and their professional communication needs.
Using Qwil Messenger for the first time
Qwil Messenger is an invitation-only platform so you can’t self-register to use the app. This is done to ensure that everyone’s identity is trusted and verified (i.e. that you are who you say you are). Once you have been invited by an organisation on Qwil Messenger, you can accept your invitation and create your Qwil Account. With these account details you can then setup your single Qwil Messenger profile on all of your devices.
To ensure the highest level of security, the invitation link will expire after 48 hours of being issued. Contact your organisation's representative to re-send a new invitation link if it is no longer working. Note, only the latest invitation link will be valid even if there are multiple unexpired invitations that have been sent to you.
The first email you receive is from the organisation inviting you to join them to chat on Qwil Messenger. Once you have accepted your invitation and created your Qwil account, you will receive a notification that your inviation has been accepted and a separate email from Qwil Messenger that includes your Qwil ID. Every time you setup a new device or change your Qwil Messenger acount details, we will notify you by email for security purposes.
Your Qwil ID is a core part of your identity on the Qwil Messenger service. You need to use it and your other security details to setup a device with your Qwil Messenger profile. If other organisations want to invite you to use Qwil Messenger and you are already a user, you can provide them your single Qwil ID so all of your organisastions are available under one profile.
You can request another SMS code using the link provided on the screen where you need to enter the code. Please ensure you have mobile coverage when requesting the codes.
The first set of Terms of Use cover the the relationship you have with Qwil Messenger and describes how we use your details and the service we provide. Each company will have their own set of Terms of Use which outline the intended usage of the service with that organisation for business communcation purposes.
Accessing Qwil Messenger
On the Sign in screen, you can select the "I forgot my password" link to follow the steps to reset your password.
From the web app Sign In screen, you can select the "I lost my Qwil ID" link to request your Qwil ID to be resent to your registered email address.
Sign in to the Qwil Messenger web app and review the devices that are authorised to access the service using your account. From here, you can also remotely revoke device access so your full two-factor secuirty details need to be provided to regain access on these device.
To add a new mobile device, download the app from the app store and use your full Qwil Messenger account credentials to setup the app. On web, you will also need your full Qwil Messenger account credentials the first time you are logging in from a new computer.
Sign in to the Qwil Messenger web app and review the devices that are authorised to access the service using your account. From here, you can also remotely revoke device access so your full two-factor secuirty details need to be provided to regain access on these device.
No. Neither Qwil Messenger will every ask you to reveal your Qwil Messenger account information, especially your password.
Qwil does not publically provide the names of our subscriber organisations. Please speak directly to your organisation representative(s) about the use of our services.
Yes. Qwil Messenger is a multi-tenant (i.e. multi-organisation) platform. You can even be a staff user at one organisation and a client at another.
Use our Contact Us form at the bottom of this page to inquire about subscribing to our service.
Contacts shown on your list are managed by the organisations with whom you are engaging. Your representatives will invite other staff members to the conversation on an as-needs basis.
If one of your contacts is missing, please chat to your organisation representative who can contact a system administrator to perfrom the necessary updates.
Yes. By providing your Qwil ID before you are invited to engage another organisation will mean that you can use a single account to access all of your organisations.
Your relationship with each organisation is kept strictly confidential and not shared between Qwil Messenger subscriber organisations.
Using Qwil Messenger to chat
Qwil Messenger looks and feels like your favourite chat app and should be used in the same intuitive way with your organisations. Your conversations are private and data safe, and your organisation's representatives should give you any specific guidance on the best way to engage with them and their organisation via the service.
Simply click on the add a chat icon from the chat list and follow the steps to add participants and a name for the chat. Only once the first message is sent does the chat thread get created for all users.
For privacy and security reasons, no confidential details are shown in the notifications sent to mobile devices. Notifications are managed by your phone operating system (Apple, Android). Notifications simply indicate that you need to access Qwil Messenger to see the new message content (which requires user authentication).
Please check your phone notification settings for the Qwil Messenger mobile app or your browser setttings for the Qwil Messenger web app.
Your mobile number is a key part of your authentication credentials. You can change your registered mobile phone using your Qwil ID, password and a recovery code. This code can be downloaded from the account setting screen in the web app and must be done so ahead of changing your phone number.
There is no limit to the number of organisations who can subscribe to use the Qwil Messenger platform. However, you will only see those organisations to which you have been invited.
The ticks inside each message bubble indicate the status of your sent messages. One tick indicates the message has been sent, two ticks appear when all participants have read the message. Display of this information for all user is not optional.
On the mobile app, go to details screen for the chat and select the title to edit it. On the web app, click on details side panel and change the title. This will apply for all participants.
It depends. Like email, you may want to start a new chat for a new topic or if you want to add new participants who should not see the previous chat history. Alternatively, you may just continue the conversation where you last left off.
Yes. This is a professional chat service. When a client is asking for a service, it is important that any person invited to help sees the history of the conversation – in the same way as being included in an email chain. If the history should not be seen for any reason, you or your representative need to start a new chat
Chat participants can be view on “details” screen on the mobile app, and under the right hand menu on the web app.
Qwil is no different from personal chat or email as one communicates with another person. If urgent, and your chat is not receiving a response, you always have the ability to escalate your request using the telephone. The abilty to see the read status also provides an indication to the sender although it is up to each company to provide service level expectations.
Chats cannot be deleted by end users. Like work email, the company controls the ultimate deletion of data.
Any active chat participant can choose to leave a chat. In addition, staff participants can also remove and uninvite participants from a chat.
You can update your picture by going into your profile at each organisation and editing the picture using the web app.
Any chat user can set their availablity from within their profile page. They can also include a message, a bit like an out of office message on email. When you are unavaiable, all other users see a red dot on your profile pitcure and can drill down to see your message. Messages are always sent and received to a user's account, irrespective of their availablity.
No. As clients, you can only invite within your group of trusted individuals. You may ask the company representative to invite your third party (partner, team, assistant) within your client group.
Yes. Staff have access to all of the employees at their organisation and can bring anyone into a chat with you, as and when required. They can also control how long they can participate in the chat.
Qwil Messenger does not offer voice or video at this time. Calling from the contact page will use your mobile network (if activated by the company)
Yes. Clients can upload pictures and documents to chats using either the mobile or web app. For security reasons, staff users can typically only share attachments in chats via the web app on their company workstations.
Yes. For the best experience to interact with attachment sharing and printing we recommend using the web app.
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