Your team and who gets told

Some people need a dashboard. A salesperson on a shop floor needs a phone that buzzes.

Two kinds of person

With a login. They sign in, work the inbox, and have a role: owner, manager or member. A member works conversations and enquiries. A manager also changes how the assistant behaves and who is on the team. Only the owner touches billing or closes the account.

With only a phone. No account, no password, nothing to sign in to. They verify a handset by sending one message, then get alerts on WhatsApp and answer the customer by replying to them. Whatever they type reaches the customer on the business's own number.

The second kind is most of a sales floor, and it is the reason this is not simply a list of logins.

Verifying a phone

Add the person and Jabee gives you a link to send them. They tap it, WhatsApp opens with a code already written, and they send it. That proves they hold the phone, costs nothing, and opens Meta's window at the same time so their alerts are free messages rather than paid templates.

Until they send it, they are unverified and nothing is ever sent to them. A number somebody typed into a form is not proof.

Routing

Put people into teams, then write rules: this team gets anything mentioning these words, that team gets anything in Arabic. A refund question reaches the refunds team rather than everybody.

Rules are read in order and the first match wins. With no rules at all, everything goes to the owner, which is what every new account does.

If a rule matches a team with nobody verified in it, the owner gets it and the log says why. That is a configuration mistake worth surfacing, because the business believes those enquiries are being handled.

When one person picks it up

Several people can be alerted about one customer. The first to answer claims it, and the others are told to stand down, so four people do not all reply to the same person.

The rules about alerts

Somebody is always told. Every path that could end in silence ends at the owner instead, because a customer waiting on a person nobody was told about is the worst outcome here.

The owner is not copied on everything by default once a team exists. That is the point of building one.

A handset that is sent three alerts in a row and answers none of them stops getting them, and the owner is emailed. Alerts come from one number shared by every Jabee business, so a phone about to block us costs everybody. Sending any message to that number starts them again.

Questions