VK_2018Q: Hi Help wise team, 1.
We are two people running twelve small sites, and have our own multiple email accounts on gmail and yahoo. The websites have multiple addresses like support@xyz.com, admin@xyz.com for each domain, plus there are personal email address of each of us as user.
If we buy one code, can we attach all these emails to help wise unified email box and see everything in one common inbox and reply from it. Replies should inform receiver as email was sent from which particular address. Is it possible?
2. Will it be possible for us to connect various social media accounts like Facebook, Twitter, Instagram and YouTube and reply directly to any messages we received through these mediums
3. We don't have CRM or ticketing support system, so how can Help wise help us in such context.
4. Can we use help wise to communicate with outside contractors, I was looking at Loop and it seems they are restricting based on users (each code allows 2 users) and not features, but how are your restricting your codes; usage or features?
5. Can my subscribers search inside knowledge base and can I lock it using a plugin like Wishlist for my specific use case. I may not want to publish it as open access. Also you mentioned about "automation" feature in your posts, so what is it like I can put rules and define a sequence for campaign or what exactly in terms of automaton?
6. I looked at your link, https://helpwise.io/roadmap and have seen same type of interface used by other companies on Appsumo, so which product is this, is it your product, some script or some third party vendor?
7. Where are you based and how many full or part time staff are supporting this product. How long has been your business in operation and do you have paying customers outside LTD space?
Thanks
Prabhat_Helpwise
May 14, 2024A: Hi there,
Please find response below.
1. You can create an email inbox with email address support@xyz.com and set admin@xyz.com as an alias. Then you can invite your team members on Helpwise and give them access to this email inbox. When you reply to an email in Helpwise, it will automatically set the correct email address in the “from”, according to the email address on which you have received the email.
2.Social media accounts are currently in our pipeline. Social Channels will work exactly like our other channels. Your agents will be able to read and reply to messages from Helpwise itself.
3. You can collaborate with your team members and track which team member is handling a particular email conversation (ticket). We are working on providing Ticket ID feature as well. This will allow you to share a particular Ticket ID with your users helping them track the status.
4. The only restrictions are on the number of shared inboxes that you can create and the number of Help Center, which is 5 per code.
5. Yes, there is search functionality in the Help Center. However, the ability to lock certain articles seems interested, I will share this with my team. Rules allow you to set up automation in your inbox, like auto assigning a conversation, applying a tag, closing it or moving to trash.
6. We also discovered this product via a roadmap of another company that featured on Appsumo. Product is called Productstash.
7. Our headquarters is in Newark, DE and our engineering team is based out US, Singapore and India. Also, our support team is in India and PH. Yes, we have onboarded around 6000 users and 500 paying customer before going live on AppSumo.
I hope this answers your queries :) If there is anything else I can help you with, please feel free to reach out to us.
Hi Prabhat_Helpwise,
Thanks for your response. Let me re frame some queries which still are not clear to me.
1. This is most important. We are two people running twelve small websites with average traffic, there are email accounts from each website, sometimes one website may have three aliases like support@xyz.com, sales@xyz.com and so on, then each of us have gmail, yahoo accounts. We want to connect all these email accounts to helpwise and then use it as common inbox to see all emails. We want to achieve this at each user level (total 2 users) since we don't want to look at personal emails of each other. Can we do it or not? If yes with single code or what?
I was looking at Loop another ongoing Appsumo deal and it seems they can solve this use case but still I was confused between two of these products. The only differentiation it looks to me is, that you have knowledge bases and intercom type chat which they don't have.
This will also clarify me meaning of unified inbox as I am still not clear with it. I think if I can't connect all emails as described above then there can't be a unified inbox, is this correct?
2. I am still not clear with automation rules, so when you use word assign, in our case means distribute who replies to which email between two users. Also how will ticket support id work, we currently have no ticketing system, and website has support@xyz.com address, and then emails like "Why machine delivery is getting late" is an example of customer query. So in such case while replying we put some id in subject line or what and where will customer track this ticket on some web portal, are we suppose to create a web portal for them as well using helpwise?
3. Regarding chat, is it like intercom type chat for end customer or chat between two users inside company (in our case). Also can we include freelancers and hired contractors in this chat?
4. So in context of using helpwise to reply to social media messages, where will I see posts and messages of users, inside helpwise mailbox and then either of us as user can reply to them, is this the work flow or not? Your deal mentions about IMAP accounts, so what is it?
I look forward to your response.
Thanks
Hi there,
Thanks for sharing your questions with us. Please find my response below.
1. In this case, you can set up one inbox for the company emails, that is, support@xyz.com and sales@xyz.com. Then you can share this inbox with your team member. Then you can create another inbox for your personal email and not add your team member in it. This way the other team member won’t be able to see your personal inbox. So, for your use case you need to have two inbox one which will handle your official emails and other one for personal emails. Different inbox, but same platform.
2. That’s right, by assigning means distributing the conversation among your team members. Our team is working on the ticket ID feature. This will allow you to get a public link (which is hard to guess), which you can share with your users or embed within your platform to allow your users to track your response on the raised ticket.
3. You can chat with your team members within the email conversation. You can mention your team members to notify them about their message. As, of now you cannot include anyone from outside the team members list within your chat. We are also coming up with a chat widget feature, which is intercom.
4. For replying to the social media messages, you will have a different inbox for that. In this you will be able to send messages that are coming in your DM and mentions on posts, directly in your social media shared inbox. We are soon providing support for IMAP. IMAP allows you to receive and send emails from your inbox.
I hope my response helps in answering your doubts. :)
Hi Prabhat_Helpwise,
So how many codes should I buy? Means we are two users and twelve domains, each domain has around two addresses, then we have personal emails as well, so how many codes do I need, is one code enough since it says only five shared inboxes.
So please advice.
Thanks
Hi there,
I would recommend having separate inboxes for different domains and adding other address as aliases in their respective inbox. For this, you would require 6 codes at least to cover all the 24 addresses and personal emails.