Customer Support
A team that watches your mailbox, sorts new mail by your rules and texts you about it: a short summary of each batch of new mail, an alert for each inquiry at once, and a reminder every hour until you reply to it.
13.9 MB. Check the download against its SHA-256 below.
What it contains
- Plugins: mail-plugin 3.0.1, twilio-plugin 3.0.0
- Members: Manager - Manager, Mailer - mail-plugin plugin, twilio - twilio-plugin plugin
- Skills: support-playbook
- Triggers: Check mail - every 5 minutes, Poll texts - every minute, New mail - when the mail-plugin plugin announces received, Unanswered inquiry - when the mail-plugin plugin announces unanswered, Inquiry answered - when the mail-plugin plugin announces answered, Summary asked by text - when the twilio-plugin plugin announces command with command is summary
- Sites: support, mail, twilio
What it does
Text "summary" from your cell to get the current counts and open inquiries back.
It files spam in Junk and new-customer mail in New Customers, counts new-customer, order and other mail on its page, and never marks mail read, sends email or deletes anything. Its rules are a team skill, support-playbook, that you edit in Team settings, Skills. It uses the mail plugin for your mailbox and the twilio plugin for your Twilio number, and texts only the numbers you allow.
What it needs
Accounts you connect
- Mailbox required
Gmail, iCloud, Yahoo, Outlook or another IMAP mailbox
The mailbox your customers write to, connected in Admin, Connections: an app password for Gmail, iCloud, Yahoo or another IMAP mailbox (the simplest), or a Microsoft or Google account. Mailer reads it, moves mail to the folders on moveTo and sees your replies in Sent; it never sends or deletes.
- Twilio optional
an Apikey account
Your Twilio account: an API-key connection with the Twilio preset (Account SID, API key SID and the secret of a Restricted API key), set in Team settings -> Connections. twilio texts you through it; until one is bound, its setup checklist says so and nothing is sent.
Settings you choose
sendAllowlistrequiredYour own cell phone number: 10 US digits (5551234567) or +country format (+15551234567). The team texts its summaries, alerts and reminders to it, and only to it.
modeoptionalsend texts you for real. dryRun checks each text and sends nothing, for trying the team out first.
ownerCommandsoptionalOn: text "summary" from your cell and the team texts the current summary back at the next poll, within a minute. Off: the team does not answer it.
fromNumberoptionalThe Twilio number that texts you, in +country format. Empty: the account's only SMS number. One team per Twilio number: if another Twilio team polls the same number, both read its texts, so uninstall that team or use another number.
moveTooptionalThe folders Mailer may move mail to: Junk for spam and New Customers for new-customer mail. New Customers is created at the top level of your mailbox the first time Mailer moves a message there; Junk is your mailbox's own. Remove one and that rule leaves the mail where it is.
Setting it up
Accounts you connect
- Mailbox required
Gmail, iCloud, Yahoo, Outlook or another IMAP mailbox
The mailbox your customers write to, connected in Admin, Connections: an app password for Gmail, iCloud, Yahoo or another IMAP mailbox (the simplest), or a Microsoft or Google account. Mailer reads it, moves mail to the folders on moveTo and sees your replies in Sent; it never sends or deletes.
- Twilio optional
an Apikey account
Your Twilio account: an API-key connection with the Twilio preset (Account SID, API key SID and the secret of a Restricted API key), set in Team settings -> Connections. twilio texts you through it; until one is bound, its setup checklist says so and nothing is sent.
mail-plugin
- Mode optional
Default: draft
draft saves a draft the person sends from their mailbox and never sends anything; send sends, and only to addresses on sendAllowlist.
- Format optional
Default: html
html sends the body as written plus an HTML version made from it (Markdown: headings, bold, lists, links; HTML tags in the body are shown as text, never used); text sends plain text only.
- Send allowlist optional
No default.
Who it may draft to or send to: full addresses (person+tag@example.com) or whole domains (@example.com). Case is ignored; a +tag must match exactly as written. Every To, Cc and Bcc recipient must be on it, in draft mode too.
- Allow mark read optional
Default: Off
Lets mark-read and mark-unread change whether a message is read. Off: both are refused.
- Move and label folders optional
No default.
The only folders and labels move and label may use (Archive, Receipts). One the mailbox does not have is created at the top level on its first move or label; a nested one (Clients/Acme) must exist, and Junk, Sent and Trash are never created. The folders command lists what exists. Empty: move and label are refused. Nothing is ever deleted.
- Most messages per command optional
Default: 20
The most messages one command reads: list and search (a max:<n> may only lower it), the ids one mark, move or label takes, and the new messages one watch check takes.
- Most body characters optional
Default: 20000
read cuts a message's body to this many characters and says it was cut.
- Watch folder optional
Default: INBOX
The folder watch checks for new mail.
- Watch unread only optional
Default: On
watch lists only new mail that is still unread.
- Watch senders optional
No default.
When set, watch lists only mail whose sender contains one of these (an address or @example.com).
- Watch query optional
No default.
When set, watch lists only mail matching it: from:<text>, subject:<text>, and words that must appear in the sender, subject or snippet.
- Watch lookback days optional
Default: 0
How many days back the first check lists mail that is already there. 0: the watch starts from now.
- Quiet hours start optional
No default.
When follow reminders stop each day, as HH:MM in followTimeZone (22:00). Empty, or followQuietEnd empty: no quiet hours. In quiet hours the watch lists no followed message as unanswered; the first check after lists each one due, once.
- Quiet hours end optional
No default.
When follow reminders start again each day, as HH:MM in followTimeZone (07:00). Empty, or followQuietStart empty: no quiet hours.
- Quiet hours time zone optional
Default: UTC
The IANA time zone quiet hours are in (Europe/London, America/New_York). Default UTC.
twilio-plugin
- Mode optional
Default: dryRun
dryRun checks and reports each text and never sends. send sends for real.
- Send allowlist optional
No default.
Your cell and any other number texts may always go to, up to 20. +country format (+15551234567); 10 US digits are read as +1.
- From number optional
No default.
Your Twilio number texts come from, in +country format. Empty: the account's only SMS number is used; check says when there is none or several.
- Message prefix optional
No default.
Put at the start of every text: your business name as the campaign registered it, such as "Acme Plumbing: ". A text that already starts with that name is left as it is. At most 40 characters.
- Messaging Service SID optional
No default.
A Messaging Service SID (MG and 32 hex characters). Set it to send through the service your A2P 10DLC campaign is registered on; empty sends from fromNumber.
- Text consented recipients optional
Default: Off
In send mode, also text the active entries of the consented list on the twilio page. Refused while the account is Trial or the number is not registered.
- Most consented recipients optional
Default: 25
The most active consented entries honoured; the earliest activated win.
- Daily send cap optional
Default: 500
Real texts sent per UTC day, across all recipients; dry runs do not count. A safety brake of the plugin, not a Twilio limit: a Low Volume Mixed 10DLC campaign allows about 2,000 a day.
- Daily cap per recipient optional
Default: 50
Real texts sent to one number per UTC day.
- Media URL hosts optional
No default.
Host names MMS media may come from, up to 20, each a public https host. Empty: MMS is refused in send mode.
- Allowed countries optional
Default: US
Countries texts may go to.
- Opt-out footer optional
Default: every
Ends texts with "Reply STOP to opt out.": every text, the first text to each number, or off. A text that already says "Reply STOP" is left as it is.
- Privacy policy URL optional
No default.
The https address of the privacy policy your campaign registered. Shown by check beside what every text carries.
- Terms URL optional
No default.
The https address of the terms your campaign registered. Shown by check beside what every text carries.
- Auto-reply optional
Default: Off
Answer each new text with autoReplyText at the next poll, by itself and through every check a send has: dry run records it, only sendAllowlist numbers or active consented recipients, never an opted-out number or a STOP, START or HELP text.
- Auto-reply text optional
No default.
The auto-reply, at most 300 characters. messagePrefix and the opt-out line are added as for any text. Empty: no auto-reply is sent and check says so.
- Auto-reply once per hours optional
Default: 24
At most one auto-reply to a number in this many hours.
- Owner commands optional
Default: Off
Let you text a keyword (ownerKeywords) from your own phone to have the team act on it at the next poll, such as "summary" for a short text back. The plugin matches the keyword and publishes plugin.twilio-plugin.command naming only the keyword; the text itself is never an instruction to anyone. A spoofed sender can at worst make the team text your own number.
- Owner numbers optional
No default.
The numbers that may send owner commands, up to 20, in +country format (+15551234567); 10 US digits are read as +1. Empty: the numbers on sendAllowlist. An owner number also needs to be on sendAllowlist for the answer to be sent.
- Owner keywords optional
Default: summary, status, updates
The owner command keywords, separated by commas: at most 20, each 1 to 32 letters, digits and spaces. A text is a command when its whole body, in any case and without a trailing ? ! or ., is one of them. STOP, START, HELP and the other opt-out, opt-in and help keywords are never commands.
- Account SID secret, optional
Account SID: now held by the API-key connection bound to the `twilio` slot (Twilio preset), set in Team settings -> Connections. Declared only so an update carries an existing value over to that connection.
Entered once per member and kept encrypted; shown as you type it.
- API key SID secret, optional
API key SID: now held by the API-key connection bound to the `twilio` slot (Twilio preset), set in Team settings -> Connections. Declared only so an update carries an existing value over to that connection.
Entered once per member and kept encrypted; shown as you type it.
- API key secret secret, optional
API key secret: now held by the API-key connection bound to the `twilio` slot (Twilio preset), set in Team settings -> Connections. Declared only so an update carries an existing value over to that connection.
Entered once per member and kept encrypted; hidden as you type it.
Details
- Kind
- Solution
- Version
- 1.3.0
- Plugins
mail-plugin3.0.1,twilio-plugin3.0.0- Platforms
- Linux x64, Linux Arm64
- Size
- 13.9 MB (14,537,342 bytes)
- SHA-256
f38d4be57f73f0a6ca5a3e658e96e904df48803e5bce3a6e01d485174a979beb- Download
- customer-support-1.3.0.zip
- Source
- github.com/djlsystems/Yawble-packages/tree/main/packages/customer-support
- License
- Apache License 2.0 (Apache-2.0), separate from the license of Yawble itself
How to install
In Yawble, open Marketplace, find Customer Support under Browse and press Get. Or download the .zip, then in Yawble:
- Marketplace
- Advanced
- Install from a folder
- Upload a package (.zip)
You see what the package adds before it goes in, and you connect its accounts and set its keys afterwards.