Helpbrook storyboards

Grey boxes are screens. A dashed box is outside Helpbrook. Nothing clicks.

Object map

• Account
  • Brand
    • Inbox (an email address, chat widget, WhatsApp number, phone number, Instagram or Facebook account)
      • Business hours, with holidays
      • Conversation
        • Message
        • Call (recording, voicemail, transcript)
        • Note (a colleague's answer among them)
        • Tags and fields
        • Rating
    • Help centre
      • Article
  • Customer (may belong to a company)
    • Order (from a connected store)
  • Company
  • Team
    • Team member (role, inboxes, availability, away dates)
    • Colleague
  • Saved reply
  • Internal article
  • View
  • Rule
  • Response target
  • Report
  • Connection (mailbox, phone system, store, Meta, Slack, CRM)
  • Number (bought, ported, or connected; its registration)
  • History
  • Billing

A conversation is reached from its inbox and from its customer. A callback is a conversation started by a missed call, not an object of its own.

Journeys

1. The first hour: sign up with Google, connect the support email and one more channel, a team member's reply goes out.
2. A message to its handled outcome: an agent's day in the shared inbox, from owner and status to done.
3. A missed call to its callback: the call becomes a conversation with an owner and is returned.
4. Pulling in a colleague: an answer from someone with no seat.
5. Switching from another helpdesk or a shared mailbox: import and mailbox history.
6. The third teammate: free to paid.
7. The owner's week and a peak: what is still waiting, and the team covering.