Object map

• Account: the business on Helpbrook: sign-in, setup, settings, roles · Sign in to Helpbrook, Today, Settings, AI agent, Help, Find
  • Brand: one name with its own inboxes, sender, widget and help centre; a single brand is not shown
    • Inbox: an email address, chat widget, WhatsApp number or phone number · Inboxes, Inboxes, Inboxes, Inboxes, Held as spam, Chat widget: first visit
      • Business hours: with holidays · Hours and holidays
      • Conversation: owner, status, and the customer's messages, calls and notes · Inbox, Waiting, Dana Whitfield, Greta Lind, Waiting
        • Message: drafts, held replies, sends and failures · Dana Whitfield, Pat Nguyen, Ana Souza
        • Call: recording, voicemail, transcript, callback · Jo Park, Call Jo Park back
        • Note: a colleague's answer among them · Ask a colleague, Marcus Lee
    • Help centre: articles and the customer portal · Help centre, Your conversations
  • Customer: recognised by any handle · Customers, Dana Whitfield, Erase Dana Whitfield
    • Order: from a connected store · Refund shipping on order 1042
  • Team · Team, Invite a team member, Who keeps working
  • Saved reply · New saved reply
  • Internal article: searches that found nothing lead to a new answer · Answers
  • Report · Reports, Live
  • Connection: mailbox, phone system, store, Slack · Connections, Connect your store
  • Number: bought, ported or connected, with its registration · Numbers, Register for texting
  • History: imports and exports are recorded here · Import and export, Export the whole account
  • Billing · Billing, Start the paid plan, Cancel the paid plan, Billing

Journeys

1. The first hour · sign up, connect the support address, bring in mail, and send a first reply
2. An inbox day · a support agent works replies, held and failed messages, a chat the assistant passed on, and erases a customer
3. A missed call · the owner returns a call, hits the free text allowance, and sets up the phone number
4. A colleague ask · the owner asks someone outside the team about an order and refunds the shipping
5. Switching · the owner moves from another helpdesk, with support importing the file that does not fit
6. The third teammate · a team of two moves to the paid plan, then meets a failed charge and the fall to free
7. The owner's week · the owner reads what waits and the week, then readies the team for a peak and watches it

Screens

1. Sign in to Helpbrook · New owner, or a member signing in · desktop and phone
2. Enter your code · New owner · phone
3. Name your business · New owner · desktop and phone
4. Today · Owner · desktop and phone
5. Connect your support address · Owner · desktop and phone
6. Inboxes · Owner · desktop and phone
7. Bring in past mail · Owner · desktop and phone
8. Inboxes · Owner · desktop and phone
9. Inboxes · Owner · desktop and phone
10. Add a second source · Owner · desktop and phone
11. Inboxes · Owner · desktop and phone
12. Chat widget: first visit · Website visitor · phone and desktop
13. Inboxes · Owner · desktop and phone
14. Today · Owner · desktop and phone
15. Inbox · Owner · desktop and phone
16. Elena Ruiz · Owner · desktop and phone
17. Elena Ruiz · Owner · desktop and phone
18. Today · Support agent · desktop and phone
19. Inbox · Support agent · desktop and phone
20. Dana Whitfield · Support agent · desktop and phone
21. Dana Whitfield · Support agent · desktop and phone
22. Dana Whitfield · Support agent · desktop and phone
23. Dana Whitfield · Support agent · desktop and phone
24. Your reply is held · Support agent · desktop and phone
25. Dana Whitfield · Support agent · desktop and phone
26. Dana Whitfield · Support agent · desktop and phone
27. Pat Nguyen · Support agent · desktop and phone
28. Helen Frost · Support agent · desktop and phone
29. Send an approved template · Support agent · desktop and phone
30. Snooze · Support agent · desktop and phone
31. Merge conversations · Support agent · desktop and phone
32. Held as spam · Support agent · desktop and phone
33. Inbox · Support agent · desktop and phone
34. Ana Souza · Support agent · desktop and phone
35. Chat widget: handed to a person · Website visitor · phone and desktop
36. Customers · Support agent · desktop and phone
37. Dana Whitfield · Support agent with the erase permission · desktop and phone
38. Erase Dana Whitfield · Support agent with the erase permission · desktop and phone
39. Customer erased · Support agent with the erase permission · desktop and phone
40. Find · Support agent · desktop and phone
41. Inboxes · Owner · desktop and phone
42. Today · Owner · phone and desktop
43. Inboxes · Owner · desktop and phone
44. Numbers · Owner · desktop and phone
45. Correct the port request · Owner · desktop and phone
46. Register for texting · Owner · desktop and phone
47. Numbers · Owner · desktop and phone
48. Connections · Owner · desktop and phone
49. Jo Park · Owner, out on a job · phone
50. Call Jo Park back · Owner, out on a job · phone
51. Jo Park · Owner, out on a job · phone
52. Jo Park · Owner, out on a job · phone
53. Jo Park · Owner · desktop and phone
54. Inbox · Owner · desktop and phone
55. Marcus Lee · Owner · desktop and phone
56. Ask a colleague · Owner · desktop and phone
57. Connections · Owner · desktop and phone
58. Connect your store · Owner · desktop and phone
59. Marcus Lee · Owner · desktop and phone
60. Marcus Lee · Owner · desktop and phone
61. Refund shipping on order 1042 · Owner, who holds the order-action permission · desktop and phone
62. Marcus Lee · Owner · desktop and phone
63. Marcus Lee · Owner · desktop and phone
64. Import and export · Owner · desktop and phone
65. Move from another helpdesk · Owner · desktop and phone
66. Move from another helpdesk · Owner · desktop and phone
67. Import and export · Owner · desktop and phone
68. Import done · Owner · desktop and phone
69. Help · Owner · desktop and phone
70. Helpbrook support · Owner · desktop and phone
71. Rosa Delgado · Owner · desktop and phone
72. Export the whole account · Owner · desktop and phone
73. Export ready · Owner · desktop and phone
74. Team · Owner · desktop and phone
75. Invite a team member · Owner · desktop and phone
76. Billing · Owner · desktop and phone
77. Start the paid plan · Owner · desktop and phone
78. Start the paid plan · Owner · desktop and phone
79. Waiting for your bank · Owner in India · desktop and phone
80. Billing · Owner · desktop and phone
81. Invite a team member · Owner · desktop and phone
82. Team · Owner · desktop and phone
83. Today · Third teammate, Agent · desktop and phone
84. Cancel the paid plan · Owner · desktop and phone
85. Billing · Owner · desktop and phone
86. Billing · Owner · desktop and phone
87. Billing · Owner · desktop and phone
88. Who keeps working · Owner · desktop and phone
89. Team · Owner · desktop and phone
90. Sign in · Stopped team member · desktop and phone
91. Waiting · Owner · desktop and phone
92. Greta Lind · Owner · desktop and phone
93. Assign · Owner · desktop and phone
94. Greta Lind · Owner · desktop and phone
95. Reports · Owner · desktop and phone
96. Answers · Owner · desktop and phone
97. Find · Owner · desktop and phone
98. New saved reply · Owner · desktop and phone
99. Settings · Owner · desktop and phone
100. Add seats · Owner · desktop and phone
101. Billing · Owner · desktop and phone
102. Hours and holidays · Owner · desktop and phone
103. AI agent · Owner · desktop and phone
104. Live · Owner · desktop and phone
105. Waiting · Owner · desktop and phone
106. Replies on their way · Owner · desktop and phone
107. Billing · Owner · desktop and phone
108. Remove seats · Owner · desktop and phone
109. Billing · Owner · desktop and phone
110. Inboxes · Owner · desktop and phone
111. Help centre · Owner · desktop and phone
112. Customer portal · End customer · desktop and phone
113. Your conversations · End customer · desktop and phone