The shared inbox

Three channels in one list, with a name on each conversation so two people do not answer the same customer.

Whose conversation it is

Open a thread and take it, or hand it to somebody. Their name then shows on the row in the list, which is where the question gets asked: you want to know what is covered while scanning, not after opening each one.

Anybody can take a thread or put one down. Handing one to a colleague needs a manager, which stops people quietly moving their own queue onto somebody else.

A thread can go to anyone who works here: the owner, a manager with a login, or a salesperson who only has a verified phone and never opens the dashboard.

The filters

Saved replies

The lines you type twenty times a day: your hours, your deposit terms, your directions. A manager adds them under Management → Saved replies and everybody picks from them beside the reply box.

Picking one puts the words in the box rather than sending them, so you can change the name or the date first. They never send on their own.

There is no placeholder syntax, on purpose. A substitution language turns a saved line into a small program, and the one thing anybody wanted to substitute, the customer's name, is already on the screen beside the box.

The three ways you get told

In the browser. Grant notifications and this browser tells you when somebody needs a person. It is per browser and per business, so a laptop and a phone are two grants and an agency hears only about the client it asked about.

On WhatsApp. For the people who are not at a desk. It comes from Jabee's number to a phone they verified by sending one message, and whatever they reply reaches the customer. They never need a login.

By email. Underneath both, always, and not a setting anybody can switch off.

If a phone is sent three alerts in a row and answers none of them, we stop sending there and email the owner. Alerts come from one number shared by every Jabee business, so a handset about to block us is everybody's problem. Sending any message to that number starts them again, and there is a button on the Alerts screen too.

What the assistant does while you are in here

Replying to a thread takes Jabee out of it, so it will not answer over the top of you. "Let Jabee answer again" puts it back. "I'll answer this one" claims a thread before you have typed anything, which matters because the assistant replies within seconds and nobody can out-type it.

"Mark as read" clears the waiting flag and does nothing else, for the threads that were flagged and do not want a reply.

Why a reply box is sometimes closed

Meta only lets a business reply inside a window the customer opened: 24 hours on WhatsApp, seven days on Messenger and Instagram when a person is answering. The inbox checks before you type and says so, rather than letting you write a paragraph that Meta then refuses. More on the windows.

Questions