A shared inbox for small business that turns messages into jobs

When a small business needs a shared inbox

Most small businesses start with one email login that everyone knows the password to, plus the owner’s mobile. It works until it doesn’t. These are the signs you’ve outgrown it:

• Customers text or message the owner directly, and the office finds out a day later.
• Two people answer the same customer, with two different prices.
• Someone goes on leave and their customers wait.
• Nobody can say who replied, when, or what was promised.
• Enquiries get retyped into a job app, a spreadsheet or a whiteboard, and some never make it.

From message to job card, without retyping

This is the part most inbox tools leave out. In Karya Falak a conversation doesn’t stay a conversation. It becomes the job.

• A message arrives by email, WhatsApp, SMS or through your web form and lands in the shared inbox, with the sender’s history beside it.
• Messages that arrive within half an hour of each other count as one conversation, not twenty separate ones.
• That conversation becomes a card in the first column of your Incoming board (or the board a web form is set to), with a reference like KF-1042.
• If the same customer’s last card is still open and less than a day old, new messages join it instead of making a duplicate.
• From the card you assign people, set a due date, and add a quote, a visit and an invoice. The thread stays on the card the whole way.

Every channel your customers use

Customers keep messaging the way they like, and your team works from the same screen whichever channel a message came in on.

Working as a team without stepping on each other

A shared inbox only helps if people can see who has what. Karya Falak gives each conversation an owner and keeps a record of every reply.

• Assign a conversation to a team member, and use the Only mine filter to see your own.
• Snooze a conversation for an hour, until 9 am tomorrow or until next Monday, and it comes back by itself.
• Saved replies open with a / shortcut and fill in the customer’s first name for you.
• Every reply shows who sent it and when, and notes stay inside the team.
• Notifications for mentions, assignments and new conversations can come in the app, by email or as a browser push, as each person chooses.
• First-reply targets count only the hours you are open, so if you’re closed on Saturdays, a Saturday enquiry isn’t marked late on Saturday night. More on that in automations.

One customer, one contact

When the same person writes by email today and fills in your form next week, Karya Falak keeps them as one contact with their saved addresses. Open any conversation and their history and open work sit beside the thread, so you don’t ask them to repeat themselves.

Shared login, inbox tool or job app: how they compare

There are three common ways small businesses handle enquiries. Each has a place. A sole trader with a handful of jobs a week may be fine with a shared login.

Built to be trusted with a customer list

• The application and its database are hosted in Sydney.
• One business can never see another’s data. The database itself enforces that on every query.
• Opt-outs are checked before any message goes out.
• Every action goes into an audit log that can be added to, never edited.

What the shared inbox costs

The shared inbox is part of both plans. Starter is A$49 a month for up to 10 people in the office. Growth is A$99 a month with no limit on people in the office. Prices include GST. Text messaging is an add-on at A$19 a month. See pricing for the full picture.

The 14-day trial has everything switched on and needs no card.