Jackdesk Store: Admin Manual

Who can do this The owner, or a role with “Manage the organisation”.

1. 1Add channel.
2. 2Each connected channel, with its name and kind.
3. 3Reconnect — sign in to a mailbox again (for example after a password change).
4. 4Settings — change its name or details.
5. 5Disconnect — stop it. Messages to it stop arriving in Jackdesk.

WhatsApp

1. Name your team sees, for example “Sales WhatsApp”.
2. From Meta’s WhatsApp Manager → API setup, copy the Phone number ID and the WhatsApp Business Account ID.
3. Paste a Permanent access token (Meta Business settings → System users → Generate token). Not the one-day token on the API setup page.
4. Paste the App secret (your Meta app → App settings → Basic).
5. Press Check with Meta: it should say Meta accepts these details. Then Connect.

Gmail and Zoho Mail

SMS from an office SIM

1. Give it a name, for example “Office SIM”.
2. Leave Agents may also send texts from this phone off if the SIM only receives OTPs. On: replies and SMS campaigns go out from that SIM at your mobile plan’s rates.
3. Press Create the phone’s details. Jackdesk shows a Server, a Device ID and an API token.
4. On the Android phone that holds the SIM, install the Jackdesk SMS Relay app (ask Jackdesk support for it), enter the three values, save, and allow the permissions it asks for. Texts arrive within a minute.

Website chat, Facebook and Instagram

Website chat: one per organisation. Jackdesk support sends you a short code to paste into your website. Facebook Messenger and Instagram: your page or account must be linked to Jackdesk’s Meta app; Jackdesk support does this with you.

Who can do this The owner, or a role allowed to “Add and remove team members”.

1. 1Employees — everyone on your staff list.
2. 2Departments — Front desk, Workshop, Accounts…
3. 3Org chart — who reports to whom.
4. 4Add employee.
5. 5Edit a person.
6. 6Deactivate someone who left.

Add a staff member

1. Choose how they sign in: Email address or Mobile number (their code comes to that email or WhatsApp).
2. Type their Name as colleagues know them.
3. Pick their Department and Manager. The manager approves their requests and gets their escalations.
4. Fill the rest if you keep it here (designation, employee ID, joining date).
5. Press the button at the bottom to add and invite them. Then give them a role (see Roles) and, where your plan counts seats, a seat (see Seats).

Who can do this The owner, or a role allowed to “Manage roles and permissions”.

1. 1New role — for example “Accounts”.
2. 2Each role, its members and how many permissions it grants.
3. 3Edit — tick what the role may do, and add people to it.
4. 4Contact privacy — hide customers’ phone numbers or emails from some people.

1. Who has this role lists its people. Add a member puts a person in this role; Move sends a member to another role.
2. Below, tick what the role may do, in groups: HR, Administration, Conversations, Contacts and campaigns, What shows on the web and the phone, Whole-firm figures in Insights, Apps.
3. Press Save changes.

Who can do this The owner only can save these.

1. 1Conversations: One ongoing conversation (every message with a contact continues one thread — simplest) or Tickets (each enquiry opened and closed separately, with its own number).
2. 2Allocation: Assign new conversations automatically — Round robin (next person in turn), Balanced workload (whoever has the fewest open chats) or Same agent as last time. Tell the customer who is helping them sends a short note with the agent’s name.
3. 3What agents may do: whether agents may assign and reassign, and close conversations.

1. 1Untick a section to hide it from everyone. Nothing in it is deleted.

Further down the same page:

The desk’s sections (the left rail)

1. 1Where the desk opens — the screen everyone sees first after signing in.
2. 2For each section: On the rail, under More (…), or hidden. The arrows move it up or down.

Your daily summary, and mailbox alerts

1. 1Your summary from Jackdesk: how many customers wrote, how many wait for a reply, open and overdue tickets, sent on WhatsApp and email — every morning, every Monday, or monthly.
2. 2When a mailbox stops: who is emailed when a Gmail mailbox stops bringing mail in (the owner if nobody is added).
3. 3Press Save changes. Nothing changes until you do.