PatrickHealyQ: What are the administrative options here?
Are there multiple user roles with different permissions? Can I create different teams (i.e., sales vs support vs corporate) and keep them separate?
What are the branding options here? Custom colors and logos for each mailbox/help center? Can I leverage a cname for each?
I have a few companies but many of us work for multiple companies. I'm trying to keep them properly separated and branded while not requiring people to have multiple logins to avoid things slipping through the cracks.
Gaurav_Helpwise
May 14, 2024A: Hey, great questions. We kept this use case in consideration from day 1 so yup, we do support this :)
Here is how it works:
You can assign permissions to the team members to allow them to manage other users, manage different mailboxes, tags and help centers. You can also assign different mailboxes to a team member. For example, If you add John and Dennis to Mailbox A and Max to Mailbox B, then max will not be able to see Mailbox A and John and Dennis won’t be able to see Mailbox B. This way you can set up a mailbox for different teams and add members to different mailboxes. Only Admins are able to manage all the mailboxes in your account.
Also, we are working on creating TEAMS features to club together inboxes under single name. This will be really useful in your case.
There are options for branding in our Help Center feature. It allows you to add your company logo, set theme color, create menus to add links to your website.
So, in the nutshell, your use-case can easily be handled by Helpwise. Just create different mailboxes of each company and assign different mailboxes to your team members. They will just have one login to access the desired inboxes.
Hope this helps and answers all your queries. Happy to answer if you have any more queries for me :)
This "Teams" feature you mentioned intrigues me. Sounds like it would work well for those of use that run multiple businesses and have team members that work between them.
Will you be adding a Business Hours setting to that feature? So for example, Team A has access to Company A's inboxes and their hours are set from 9am - 5pm. Outside of those hours if someone submits a ticket an auto-reply can be sent?
For reference this is how HS handles Business Hours (they do it at the account - Team level would be better) and Auto Replies:
Office Hourse - https://docs.helpscout.com/article/503-set-company-office-hours
Auto Replies - https://docs.helpscout.com/article/16-auto-replies
Thanks for this. Yes, this is exactly what I am trying to do. For me, some of the companies HAVE to be kept separate from one another for compliance purposes so this seems to be the best way to do it.
So in terms of branding, will I be able to use a CNAME for each business? Or is it companyA.helpwise.com, companyB.helpwise.com, etc? The former is, obviously, preferable.
So everyone will be logging in via helpwise.com (which is fine). Do you support SSO through Google Apps/G Suite?
Are these members of these mailboxes able to reply directly out of their gmail and not have to log into the site or app?
You guys support WhatsSApp and SMS, is there any type of extra cost involved in that?
I saw it mentioned that you guys were working on PM for facebook and DM for twitter. Will that be worked out of the mailbox like the other tickets? If so, I assume it will appear to the customer like it's someone working live chat but it's actually coming from the ticketing system, right?
Are there any plans for a live chat? I saw a mention of creating a beacon. That would serve as a way to capture info sort of like a form, yet? Will it eventually morph into a chat-like function?
@Sumo-Ling:
Yup, even we are super excited about the Teams feature. On our end as well, we use single account for multiple teams so our agents also waiting for the same feature for some time now ;)
Coming to Business Hours & Auto Respond - yes, another very important feature. Thank you for the links. We have built similar system for our other business so I'm it won't take much efforts to implement this here. I will get this added in our roadmap right away and try to get this shipped this month itself.
Although we have auto replies feature built in but that is currently triggered by Automation Rules and not business hours settings. https://helpwise.io/updates/send-out-auto-replies-to-your-customers/
Thank you so much for sharing this. This is really helpful.
@PatrickHealy: Yup, you can setup CNAME for Help Center. We have written a small guide on this: https://helpwise.io/help/create-a-help-center-in-helpwise/ - if you need any help with this, please feel free to ping us on our website live chat and our engineers will help you out.
For login, we do provide Login With Google and it works with your Gsuite account as well. Replying from Gmail is currently not possible because of the Google API limitations. As soon as Gmail allow us to do that, we are going to build it for sure.
For WhatsApp and SMS inboxes, you have to connect your Twilio account which provides the numbers and powers the messaging. So, you will incur the Whatsapp and SMS costs on Twilio - for example for US texts, Twilio charges $0.0075 or something and around $1/m for a number. Helpwise won't charge anything for this.
Social Channels will work exactly like our other channels. Your agents will be able to read and reply to messages from Helpwise itself. So, customers won't know that your agents are empowered by a solid system that is allowing them to give amazing support at scale while being personal and humane at the same time :)
Live chat is in the works and we expect to launch our first version in next 2-3 weeks. Once we have the live chat feature going, this will open up doors for us to support even more channels.
Hope I was able to answer all your queries. If you have any more queries or ideas, feel free to ask here or ping us our website live chat. We're always around to help.