// documentation

Yippie Platform Manual

Complete reference for everything in the Yippie platform. Always reflects the latest shipped version.

Yippie Platform — Complete Product Manual

Last updated: July 2026. Reflects what is built and deployed on sandbox.

Table of Contents

  1. Platform Overview
  2. Getting Around
  3. Module: Inbox
  4. Module: Contacts
  5. Module: Tickets
  6. Module: Calendar
  7. Module: Pipeline (Kanban)
  8. Module: Chat (Live Chat)
  9. Module: Marketing (Email Campaigns)
  10. Module: Billing (Invoices)
  11. Module: Activity
  12. Module: Tracking (Shipments)
  13. Module: Sales (E-Commerce Tracking)
  14. Module: SaaS (Product Analytics)
  15. Module: Booking (Calendar Scheduling)
  16. Departments
  17. Settings: Profile
  18. Settings: Team
  19. Settings: Templates
  20. Settings: Organisation
  21. Subscription & Plans
  22. Superadmin: Client Management
  23. Superadmin: Diagnostics & Operations
  24. Integrations Reference
  25. Automation & Background Jobs
  26. Public Pages (No Login Required)
  27. Security & Access Control
  28. Module: AI Assistant (Jarvis)
  29. Onboarding & Setup

1. Platform Overview

Yippie is an all-in-one customer service and sales automation platform built for small and medium businesses. It replaces the patchwork of separate inbox, helpdesk, CRM, campaign, and booking tools with a single unified workspace.

What Yippie Does

  • Converts raw inbound emails and WhatsApp messages into structured support tickets using AI — no manual write-up required
  • Tracks customer relationships across a full contact timeline (emails, tickets, pipeline stage, bookings)
  • Automates follow-up via drip campaigns and pipeline stage moves triggered by customer clicks
  • Provides booking links so customers schedule themselves, with automatic confirmation emails
  • Tracks shipments, subscriptions, e-commerce events, and product usage all from one place

Architecture

Yippie runs as a monorepo with two main applications:

  • Platform app (apps/app): the full customer service workspace — FastAPI Python backend, React/TypeScript frontend, PostgreSQL database
  • Marketing site (apps/web): the public getyippie.com website — Next.js, no database

Both deploy to Railway. The platform app runs on sandbox.getyippie.com (staging) and app.getyippie.com (production). The marketing site runs on getyippie.com.

Module System

Every feature in Yippie is packaged as a module. All modules are always compiled into the codebase, but each tenant (workspace) has its own set of enabled modules stored in the database. Modules not in a tenant's list are invisible — the sidebar items don't appear and API calls return 403.

The full module list is: inbox, contacts, tickets, calendar, pipeline, booking, activity, billing, chat, departments, marketing, tracking, sales, saas.

Superadmins can enable or disable modules per tenant at any time from the Superadmin panel — no code change or restart required.

Plans

Plan Price Seats AI Scans/month
Founder €9/mo 10 500
Starter €19/mo 3 2,000
Growth €39/mo 5 5,000
Pro €69/mo 10 10,000
Enterprise Custom Custom Custom

All plans include unlimited contacts. AI scans are the inbox AI draft generations.

Deployment

  • Sandbox (sandbox.getyippie.com): staging environment; deploys from the sandbox git branch
  • Production (app.getyippie.com): live environment for real clients; deploys from the live git branch
  • The two environments have completely isolated databases — data never crosses between them

2. Getting Around

Sidebar Navigation

The left sidebar is the main navigation. It shows only the modules enabled for the current tenant. Each item can show a live badge:

  • Inbox badge: count of pending (unreviewed) messages
  • Chat badge: count of open (unassigned or in-progress) chat sessions
  • Tickets badge: count of overdue tickets (past SLA deadline)
  • Calendar badge: count of pending event invitations you have not yet responded to

The sidebar collapses to icon-only on narrower screens. On mobile, the sidebar is replaced by a bottom navigation bar with the most common destinations.

Right-click any sidebar item to access a Reorder option — drag module items to change the order they appear in the sidebar.

Keyboard Shortcuts

Keys Action
g then i (within 1 second) Navigate to Inbox
c Open Compose (new outbound email) — when in Inbox
j / k Move selection down / up in inbox list
r Open the focused inbox item
Cmd+Enter / Ctrl+Enter Send email / reply (in compose windows)
Cmd+K / Ctrl+K Open Quick Capture popup (AI natural-language input)

Keyboard shortcuts can be toggled off per user in Settings → Profile.

Impersonation Banner

When a superadmin is impersonating a tenant, an amber banner at the top of the screen shows the tenant name and user email. Clicking Exit ends the impersonation session and returns to the superadmin view.

Demo Banner

When a workspace is in demo mode, a second amber banner shows: "Demo environment — data may be reset at any time." This is informational only and visible to all users in that workspace.

3. Module: Inbox

The Inbox is the nerve center of Yippie. Every inbound customer message — whether from email or WhatsApp — lands here first as a draft for AI review before becoming a ticket.

What It Does

Inbound messages are scanned by AI (Claude Haiku), which reads the message and suggests a ticket subject, priority level, and description. Agents review the AI draft, edit if needed, and approve with one click. Approved drafts become structured tickets. This eliminates manual ticket write-up entirely.

Trending Topics

A Trending indicator in the Inbox header shows the most common keywords appearing in recent inbound messages — refreshed every 15 minutes. Use it to spot recurring issues (e.g., "delivery delay", "invoice") before opening individual messages.

Tabs

  • Pending: Messages that have been AI-scanned and are awaiting agent review. This is the primary working view.
  • Processed: Messages that have been approved (converted to tickets), rejected, or archived.
  • Sent: Outbound emails composed and sent from the inbox. Each entry shows delivery status: Sent, Delivered, Opened, Clicked, or Bounced.

Draft Review

Clicking a pending message opens the Draft Review page. Here you can:

  • Edit the subject line suggested by AI
  • Change the priority (Low / Medium / High / Urgent)
  • Link to a contact: type a name or email to associate the message with an existing contact, or create a new one
  • Add labels to the draft for categorisation
  • View the full original message body
  • Approve the draft → creates a ticket immediately
  • Reject the draft → moves it to Processed without creating a ticket
  • Regenerate AI scan → asks the AI to re-read the message and produce a new suggestion
  • Forward the draft to a different department or agent
  • Clear follow-up date → remove a previously set follow-up reminder
  • Right-click context menu on any draft in the list: assign, route to department, move to bin, mark as spam

Compose (New Outbound Email)

Click Compose to open a new outbound email form. Options include:

  • To / CC / BCC recipients
  • Subject line
  • Body with rich text formatting
  • Template picker: select a pre-built response template to insert
  • Signature picker: choose from your saved signatures
  • Attachments: attach files from your computer
  • 5-second undo: after clicking Send, a brief window appears to cancel the send before it goes out

AI Reply Assist (in Draft Review)

Within the Draft Review page, when composing a reply:

  • Suggest reply: AI reads the inbound message and writes a draft reply
  • Improve reply: AI rewrites your draft to be clearer and more professional
  • These tools work in the reply composer, not on the ticket itself

Bulk Actions

In the Pending tab, select multiple messages with checkboxes:

  • Approve all selected → batch convert to tickets
  • Assign → route to a specific agent or department
  • Move to bin → delete drafts
  • Mark as spam → flag and archive

Attachment Download

Messages with attachments show a download link per file. Attachments are stored and retrievable at any time from the draft or the resulting ticket.

4. Module: Contacts

Contacts is the CRM layer of Yippie. Every customer, lead, or company you interact with lives here.

What It Does

A contact record holds the full history of a customer: every email exchange, ticket, pipeline stage, booking, and note — all in one place. No switching to a separate CRM.

Contacts List

The main list view shows all contacts with:

  • Search: full-text search across name, email, and company
  • Filter by label: show only contacts with a specific label
  • Filter by company: show only contacts belonging to a company
  • Import: upload a CSV, JSON, or XLSX file to bulk-create contacts (name, email, phone, company columns supported)
  • CSV export: download all contacts (or filtered results) as a CSV
  • Context menu (right-click a row): Send email (opens compose modal directly to this contact)

Contact Detail

Click any contact to open their detail page, which contains:

  • Profile fields: full name, email address, phone, company (all inline-editable)
  • Labels: colored tags applied to this contact (inline-editable)
  • Engagement score: colored badge (0–100) based on email open/click history — visible when the Marketing module is enabled
  • Pipeline stage: which Kanban stage this contact is currently in (editable inline)
  • Activity timeline: chronological log of all platform events for this contact (ticket created/updated, pipeline moves, notes, bookings, etc.)
  • New Ticket button: opens the New Ticket form pre-filled with this contact's details
  • Send booking link: open the booking flow directly from the contact record
  • Send email: compose a new message to this contact

Note: KvK and BTW/VAT numbers are workspace-level fields in Settings → Organisation, not per-contact fields.

Creating and Editing Contacts

Click New contact to open the creation form with these fields:

  • Full name (required)
  • Email (optional; validated if provided)
  • Phone (optional)
  • Company (optional; picked from existing companies)
  • Labels (optional; assign one or more labels at creation time)
  • Notes (optional; internal agent notes)

Saving navigates directly to the new contact's detail page.

  • Edit: click any field in the contact detail view to edit it inline
  • Soft delete: mark a contact as deleted — they disappear from the list but data is retained
  • Restore: undelete a soft-deleted contact
  • Permanent delete: irreversibly remove the contact and all associated data

Companies

Companies group multiple contacts under one account:

  • Create a company: give it a name; optionally add KvK and BTW numbers
  • Link contacts to a company: on any contact record, assign a company
  • Filter contacts by company: see all contacts belonging to an account
  • Bulk delete: select multiple companies and delete

Labels

Labels are colored tags used for segmentation:

  • Create a label: choose a name and color
  • Apply to contacts: add one or more labels to any contact
  • Filter by label: in the contacts list, filter to show only labeled contacts
  • Use in campaigns: audience picker in Marketing uses labels to define campaign recipients

5. Module: Tickets

Tickets are the structured work items that support agents resolve. Every approved inbox draft becomes a ticket. Tickets can also be created manually.

What It Does

A ticket tracks a customer issue from creation to resolution, with assignee, priority, SLA deadline, status, and the full conversation thread — all in one place.

Ticket List

The list view shows all tickets with:

  • Filter by status: Open, In Progress, Waiting for customer, Resolved, Closed
  • Toggle — Assigned to me: show only tickets assigned to the current agent
  • SLA badges: colored deadline indicator — red when overdue, orange when due within 2 days
  • Context menu (right-click a row): Assign to me, Assign to agent/department, Mark resolved, Close ticket

Ticket Detail

Clicking a ticket opens a two-column detail page.

Left column — conversation and reply:

  • Subject and description: the AI-generated or manually written summary
  • Comments list: unified chronological thread of all email replies and internal notes. Email replies are white; internal notes are amber-tinted and labeled "Internal note."
  • Reply tab: compose and send an email reply to the customer
    • Template picker (select a canned response and insert it into the reply body)
    • Signature picker (choose your email signature)
    • Attach files
    • Generate reply button (AI — requires ai module): drafts a full reply based on ticket and contact context
    • Improve reply button (AI — requires ai module): rewrites your current draft with labelled variant suggestions to pick from
  • Internal note tab: add a private note visible only to agents — not sent to the customer

Right column — customer panel:

  • Contact card: linked customer's name, email, phone, company, labels, and ticket count. Agents can change the linked contact mid-ticket ("Change" button) or open a slide-over panel to edit contact details inline ("View contact")
  • Status / Priority / Assignee / SLA deadline: edit these fields directly in the right panel
  • AI Briefing card (requires ai module): auto-fetches a customer summary the first time the reply tab is focused. Shows a text briefing plus 2–3 suggested action chips (e.g. "Mark as resolved", "Route to Finance", "Move to Awaiting Payment"). Clicking a chip executes the action immediately.
  • Recent contact history: last few touchpoints with this customer across all tickets — prior email replies, internal notes, outbound emails, and resolved chat sessions. Each item is expandable inline; email entries link to their originating ticket.
  • Orders: linked shipment records for this contact
  • Website activity: Sales module events (page views, add-to-cart, purchases) for this contact
  • Product usage: SaaS module health score and recent usage events for this contact

Other actions:

  • Snooze: extends the SLA deadline by 24 hours. Only available when the ticket is approaching or past its SLA deadline.
  • Merge: combine this ticket with another ticket from the same contact

Creating a Ticket Manually

Click New ticket in the ticket list (or navigate to /tickets/new) to open the creation form:

  • Subject (required)
  • Contact (required; search by name, email, or company)
  • Priority: Low / Medium / High / Urgent (defaults to Medium)
  • Department (optional)
  • Description (optional)

Saving navigates directly to the new ticket's detail page.

Bulk Actions

Select multiple tickets in the list:

  • Merge: combine exactly 2 selected tickets (same contact required)
  • Delete: permanently remove selected tickets

SLA Escalation (Automatic)

The platform runs an automated SLA checker every 5 minutes:

  • Tickets past their SLA deadline are flagged Overdue and their badges turn red
  • Tickets in Waiting status that have not been updated for a configured number of days are automatically closed
  • The overdue count is reflected in the Tickets sidebar badge in real time

6. Module: Calendar

The Calendar shows a unified view of events, ticket SLA deadlines, and customer bookings on a single monthly grid. Team members can also invite each other to events.

What It Does

Agents use the calendar to track their schedule alongside their support workload — deadlines, meetings, and teammate invitations in one place.

Shared / Personal Toggle

A Shared / Personal slider at the top of the Calendar page switches between two views:

  • Shared: all team events visible to everyone in the workspace
  • Personal: your own personal (private) events, plus any shared or personal events you have been invited to and accepted. Personal events are only visible to you.

If you have pending invitations, the Personal tab shows a badge with the count.

Calendar Grid

  • Monthly view: displays the full month with all events and deadlines
  • Event colour: your own events appear in blue; events you were invited to (and accepted) appear in violet
  • Ticket deadlines: SLA due dates appear as coloured entries — red for overdue (≤1 day), orange for due soon (≤2 days)
  • Booking confirmations: when a customer books a meeting via the booking link, the confirmed slot appears on the calendar automatically
  • Right-click a day: quick option to create a new event on that date

Creating Events

Click any day or the + New Event button:

  • Title: name of the event
  • Date and time: start and end datetime; optional end date/time
  • All day: toggles to a full-day event with no time component
  • Visibility:
    • Shared (team): visible to all team members in the workspace
    • Personal (only me): visible only to you, even in the Shared view of others
  • Description: optional context or agenda
  • Link to contact: optionally associate the event with a contact record
  • Link to ticket: optionally associate with a support ticket
  • Invite teammates: search and add one or more team members to the event. Each invitee receives an email notification and an in-app invitation they can respond to.

Editing and Deleting Events

  • Click any event to open its detail view
  • Edit any field and save
  • On the edit form, existing invitees are shown as read-only status chips (Invited / Accepted / Declined / New time proposed)
  • Delete the event (no soft delete — this is permanent; also removes all associated invitations)

Inviting Teammates

When you create an event, you can invite any other team member in your workspace:

  1. In the Invite teammates field, type a name or email to search
  2. Select team members to add — they appear as chips below the field
  3. Save the event — each invitee receives an email: "You're invited to: [event title]"
  4. The Invitations button in the header shows a count of pending invitations across the team

Invitees can only be added at creation time. Existing invitees are shown on the edit form.

Responding to Invitations

Click the Invitations button in the Calendar header to open the Invitations panel. For each pending invitation you see:

  • The event title, date and time, and who organised it
  • Three response options:
    • Accept: the event is added to your Personal calendar view in violet
    • Decline: the invitation is closed; the organiser is notified by email
    • Propose time: pick an alternative start and end date/time and send it to the organiser as a counter-proposal

When you respond, the organiser receives an email notification with your response (and any proposed times if you counter-proposed).

Sidebar Badge

The Calendar sidebar item shows a badge when you have pending invitations waiting for a response. The badge clears as soon as you accept or decline each invitation.

7. Module: Pipeline (Kanban)

The Pipeline is a drag-and-drop Kanban board for tracking contacts through your sales or onboarding process.

What It Does

Contacts move through custom stages (columns) as they progress — from first touch to closed deal. Marketing campaigns can automatically move contacts between stages when they click action buttons in emails.

Board View

  • Each stage is a column on the board
  • Each card represents a contact in that stage, showing name, email, and how many days they've been in the current stage
  • Cards that have been in a stage for more than 30 days show a stale badge
  • Drag and drop a card to move a contact to a different stage — the move is saved immediately

Stage Management

Click the gear icon on any stage column, or go to Settings → Organisation → Pipeline stages:

  • Create stage: add a new column with a name and optional color
  • Rename: change a stage name at any time
  • Reorder: drag stages left or right to change column order
  • Set color: choose a color used in the calendar for SLA deadline entries
  • Delete: remove the stage (contacts in it must be moved first)

Send Campaign from Pipeline

When a campaign has been linked to a pipeline stage (configured in the campaign's Actions tab), a context menu appears on that stage column:

  • Right-click the stage column header → Send campaign
  • A popup shows the linked campaign name, a preview, and the recipient count (all contacts currently in that stage)
  • Click Send to dispatch the campaign to those contacts immediately

This allows targeted outreach to every contact at a specific point in your funnel — for example, emailing everyone in "Demo requested" with a personalised follow-up.

Bulk Move

Select multiple contact cards with checkboxes:

  • Move to stage: shift all selected contacts to a different stage at once

8. Module: Chat (Live Chat)

Chat provides a live messaging channel directly embedded on your website, plus WhatsApp integration — all conversations appear in the same workspace.

What It Does

Visitors on your website can open a chat widget and message your team in real time. WhatsApp messages from customers also land here. All sessions are managed from the Chat module — no separate apps needed.

Session List

The session list has three tabs:

  • Mine: sessions assigned to the current agent
  • Open: unassigned sessions waiting to be claimed
  • All: every active session across the team

Each session card shows the contact name (if matched), the channel (web or WhatsApp), the last message preview, and the time since the last message.

Claiming and Assigning Sessions

  • Click Claim on any open session to take ownership
  • Click Assign to route a session to a specific agent
  • Agents see only their assigned sessions in Mine

Chat Session Detail

Open a session to see the full conversation thread:

  • Message input: type and send text replies
  • Media attachments: send images or files (WhatsApp and web widget support)
  • Internal note: add a private note visible only to agents — not sent to the customer
  • Create ticket: convert this chat session into a support ticket (opens the New Ticket form pre-filled with the session contact)
  • Send booking link: send a booking invitation link directly in the chat
  • Resolve: mark the session as resolved — it moves out of the open list
  • Close: end the session permanently

WhatsApp Pairing

To enable WhatsApp, a superadmin or admin connects the WhatsApp account:

  1. Go to the Chat settings (accessible from the superadmin panel or team settings)
  2. A QR code is displayed — scan it with the WhatsApp mobile app
  3. Once paired, inbound WhatsApp messages appear in the Chat session list alongside web chat sessions

Broadcast WhatsApp Message

From the Chat module, admins can send a message to multiple WhatsApp contacts at once:

  • Select contacts or filter by label
  • Compose the message
  • Optionally append a booking link to the broadcast — a unique booking URL is generated per recipient and appended to the message automatically
  • Send — each contact receives it as a direct WhatsApp message from your number

Bulk Actions

Select multiple sessions:

  • Resolve all selected: batch-resolve open sessions
  • Delete: permanently remove sessions

Chat Settings

In team settings, configure:

  • Hide solved sessions after N hours: solved sessions disappear from the list after the configured time (keeps the list clean)

Live Chat Widget Embed

To embed the chat widget on any website, add one script tag:

<script
  src="https://app.getyippie.com/widget.js"
  data-token="YOUR_WIDGET_TOKEN"
  async>
</script>

The widget:

  • Appears as a chat bubble in the bottom-right corner
  • Opens a chat panel when clicked
  • Persists the session across page loads using a browser session ID
  • Connects to the platform via WebSocket for real-time messaging
  • The data-token identifies your workspace; find it in Settings → Chat

9. Module: Marketing (Email Campaigns)

Marketing is a full email campaign builder with drag-drop design, audience segmentation, A/B testing, drip sequences, and pipeline automation — all built into the workspace.

What It Does

You design an email, pick an audience, and send it. Contacts who click specific buttons in the email automatically advance to the next pipeline stage — no manual CRM update required. Opens, clicks, and unsubscribes are tracked in real time.

Campaign List

  • Create campaign: starts a new blank campaign draft — choose Email or WhatsApp as the delivery channel
  • Duplicate: copy an existing campaign to reuse its design and settings
  • Delete: only draft campaigns can be deleted; sent campaigns are read-only

Email vs WhatsApp Campaigns

When creating a campaign, select the channel:

  • Email: sends via Resend using the GrapesJS visual HTML editor. Supports open tracking, click tracking, drip sequences, and A/B testing.
  • WhatsApp: sends via Evolution API. Compose a plain-text message; each recipient receives it as a direct WhatsApp message from the connected WhatsApp number.

Campaign Detail — Tabs

Each campaign has six tabs:

Design Tab

  • GrapesJS email editor: drag-and-drop blocks (text, image, button, divider, spacer)
  • Style panel: set fonts, colors, padding, and backgrounds for any block
  • Personalization tokens: insert {{first_name}}, {{company}}, etc. — filled from the contact record at send time
  • Yippie Button component: a special CTA button block that can be linked to a pipeline stage (see Actions tab). Each button has a stable UUID used for click tracking.
  • Preview mode: see how the email looks rendered
  • Test send: send the current design to your own email address for review

Actions Tab

The Actions tab connects the campaign to your pipeline automation:

  • Mail sent → stage: when this campaign is dispatched, move all recipients to a specified pipeline stage
  • Reply received → stage: if a contact replies to this campaign email, automatically move them to a specified stage
  • Per-button stage: for each Yippie Button in the email design, set which pipeline stage a contact moves to when they click that button. The buttons are listed by their label; picking a stage links that click to a pipeline move.
  • Linked Kanban stage: link this campaign to a pipeline stage column. When linked, the Send campaign option appears in the right-click menu of that stage on the Pipeline board — allowing you to send this campaign to all contacts in that stage with one click.

Audience Tab

Define who receives the campaign:

  • All contacts: every contact in the workspace
  • By label: contacts with a specific label
  • By company: contacts belonging to a specific company
  • By pipeline stage: all contacts currently in a Kanban stage
  • Engagement score filter: optionally restrict to contacts above a minimum engagement score (0–100, based on past email opens and clicks, decays 10% monthly)

Schedule Tab

  • Send now: dispatch the campaign immediately when you click Send
  • Schedule for later: pick a future date and time; the campaign scheduler processes it automatically

Analytics Tab

After sending, the analytics tab shows live metrics:

  • Sent count: total recipients
  • Open rate: percentage who opened the email (tracked via a pixel)
  • Click count: total clicks across all links and buttons
  • Per-button click count: individual click totals for each Yippie Button
  • Bounce count: emails that could not be delivered
  • Unsubscribe count: contacts who clicked Unsubscribe

Drip Sequences

Add follow-up emails to the campaign:

  • Click Add drip step and set a day delay (e.g., 3 days after the previous email)
  • Design the follow-up email using the same GrapesJS editor
  • The campaign scheduler sends each drip step to contacts who have not yet replied
  • Add as many drip steps as needed; each can have its own subject, body, and delay

A/B Testing

  • Click Add variant to create a second version of the campaign email
  • Set the split percentage (e.g., 50/50 or 70/30)
  • Send — variant A goes to one group, variant B goes to the other
  • After 2 hours, the system automatically picks the winner (by open rate) and sends the winning version to any remaining recipients

Unsubscribes

  • View the list of contacts who have unsubscribed
  • Click Re-enable on any contact to re-add them to the mailing list (use carefully — only with explicit consent)

How Tracking Works

  • Opens: a 1×1 pixel image in the email body; loading the email loads the pixel and records the open
  • Clicks: all links and Yippie Buttons go through a click-tracking redirect that records the click, then forwards to the destination
  • Reply matching: inbound emails are matched to campaign sends by Message-ID headers; a match triggers the reply-received stage move

10. Module: Billing (Invoices)

Billing lets you create, send, and track invoices directly from the workspace — no separate billing tool needed.

What It Does

Create invoices with line items, send them to customers by email, record payments, and export for your accountant. Dutch KvK and BTW numbers are supported natively.

Invoice List

  • Search: find invoices by contact name, invoice number, or amount
  • Filter by contact: show all invoices for a specific customer
  • Status badges: Draft, Sent, Paid, Overdue
  • Bulk delete: select multiple invoices and delete
  • CSV export: download the invoice list as a CSV file
  • XLSX export: download as an Excel file
  • CSV import: upload a CSV of invoices using the provided template to bulk-create records

Creating an Invoice

Click New Invoice:

  • Contact picker: link the invoice to a contact in your workspace
  • Invoice number: auto-generated or manually set
  • Issue date and due date
  • Currency: select the currency for this invoice
  • Line items: add rows with description, quantity, unit price, and VAT rate
  • Notes: add a footer note or payment instructions
  • Save as draft or Send (sends the invoice to the contact's email address)

Recording a Payment

On any invoice:

  • Click Record payment
  • Enter the payment date and amount
  • The invoice status updates to Paid

Sending a Payment Reminder

On any invoice with status Sent or Overdue:

  • Click Send reminder
  • Yippie sends a follow-up email to the contact with the invoice details and a polite payment reminder

Subscriptions

A basic subscription management view is available:

  • Create a subscription: link a contact to a recurring plan with a monthly or annual amount
  • List subscriptions: view all active recurring plans

11. Module: Activity

Activity gives you a real-time view of everything happening across your workspace — both a high-level KPI dashboard and a per-contact timeline.

What It Does

Every action in the platform — email sent, ticket created, contact moved, booking confirmed — is logged as an activity event. The Activity module surfaces these in a chronological feed and aggregated dashboard.

Activity Feed

  • Chronological log: every action across the platform in order of occurrence
  • Filter by event type: show only emails, only ticket updates, only pipeline moves, etc.
  • Filter by user: see what a specific team member has done
  • Filter by date range: narrow the feed to a time window
  • Contextual links: each activity entry links directly to the ticket, contact, or campaign it references — one click to full context

KPI Dashboard

The dashboard (at the top of the Activity page) shows aggregated stats:

  • Pipeline breakdown: contact counts per stage
  • Ticket stats: open, resolved, overdue counts and trends
  • Contact growth: new contacts over time
  • Email stats: outbound sent, open rate, click rate

The dashboard refreshes automatically every 60 seconds.

Per-Contact Activity Timeline

On any Contact Detail page, the Activity section shows the full history for that specific contact:

  • Every email sent to or received from them
  • Every ticket created for them
  • Every pipeline stage move
  • Every booking confirmed
  • Every note added by an agent

12. Module: Tracking (Shipments)

Tracking brings carrier shipment data into the workspace so agents see delivery status alongside the customer's tickets and messages — without switching to a carrier portal.

What It Does

Add a tracking number to a contact or ticket and get live carrier status updates inside Yippie. Sendcloud integration pulls updates automatically via webhook.

Shipment List

  • Filter by status: Pending, In Transit, Delivered, Exception
  • Filter by carrier: DHL, UPS, FedEx, PostNL
  • Search: find a shipment by tracking number or contact name

Creating a Shipment

Click New Shipment:

  • Contact: link to the customer this shipment belongs to
  • Tracking number: enter the carrier tracking number
  • Carrier: select the carrier (DHL, UPS, FedEx, PostNL)
  • Estimated delivery date: optional manual entry
  • Linked ticket: optionally associate with a support ticket

Shipment Detail

Open a shipment to see:

  • Event timeline: chronological list of carrier scan events (e.g., "Departed sorting facility", "Out for delivery", "Delivered")
  • Current status badge: the most recent carrier status
  • Contact link: jump to the customer's contact page
  • Ticket link: jump to the associated ticket

Sendcloud Integration

When Sendcloud is connected (via API key in Settings → Organisation):

  • Shipment status updates are received automatically via webhook — no manual refresh needed
  • Status transitions (In Transit → Delivered, etc.) appear in the event timeline in real time

ERP Order Webhook

Yippie exposes a generic orders endpoint that external ERP systems can post to:

  • The ERP sends order data (contact email, tracking number, carrier) to the webhook URL
  • Yippie automatically creates a Shipment record and links it to the matching contact
  • Webhook requests are authenticated with an HMAC-SHA256 signature using a shared secret

Contact synchronisation

When an order arrives, Yippie automatically keeps your contact list in sync:

  • If a contact with that email already exists, Yippie fills in any blank name or phone fields from the order — it never overwrites data you already have.
  • If no matching contact is found, Yippie creates one automatically using the name, email, and phone from the order. New contacts receive the tag order-system so you can identify their origin.
  • The shipment is then linked to this contact in either case.

Settings

  • Sendcloud API key: enter in Settings → Organisation to enable automatic status sync
  • Webhook secret rotation: generate a new secret for the ERP webhook; old secret immediately invalidated

13. Module: Sales (E-Commerce Tracking)

Sales lets you track what your contacts do on your storefront — page views, add-to-cart events, and purchases — and surface that intent data alongside your support conversations.

What It Does

Embed a small JavaScript snippet on your e-commerce site. It sends product events to Yippie and matches them to known contacts by email. Agents can see what a customer has viewed or purchased without asking.

Embed Snippet

Add this to your storefront's <head>:

<script
  src="https://getyippie.com/sales.js"
  data-token="YOUR_SALES_TOKEN"
  async>
</script>

The snippet fires events automatically on page views. For cart and purchase events, call:

window.yippie('track', 'add_to_cart', { product: 'Pro Plan', amount: 49 });
window.yippie('track', 'purchase', { product: 'Pro Plan', amount: 49 });

Sales Dashboard

  • Total events: count of all tracked events (views, carts, purchases)
  • Total revenue: sum of all purchase event amounts
  • Repeat customers: contacts with more than one purchase event
  • Recent events feed: live list of incoming events with contact, event type, and product/amount

Per-Contact Event Feed

On any Contact Detail page, the Sales section shows:

  • Every product page view by this contact
  • Add-to-cart events with product name
  • Purchase events with amount and date

Agents can use this to see purchase history before responding to a support query.

Token Rotation

  • Click Rotate token in the Sales settings
  • A new data-token is generated immediately
  • The old token stops accepting events; update the snippet on your storefront

14. Module: SaaS (Product Analytics)

SaaS tracks how contacts use your software product — logins, feature usage, and errors — and computes a health score so you can spot at-risk users before they churn.

What It Does

Embed a snippet in your SaaS application. It sends usage events to Yippie. The platform aggregates these into a health score per contact and a dashboard showing onboarding progress, at-risk users, and the most-used features.

Embed Snippet

Add to your SaaS app:

<script
  src="https://getyippie.com/saas.js"
  data-token="YOUR_SAAS_TOKEN"
  async>
</script>

Then fire events:

window.yippie('track', 'login', { user_email: '[email protected]' });
window.yippie('track', 'feature_used', { feature: 'reports', user_email: '[email protected]' });
window.yippie('track', 'export', { user_email: '[email protected]' });
window.yippie('track', 'error', { error: 'export_failed', user_email: '[email protected]' });

Health Score

Each contact gets a score from 0–100 based on:

  • Login recency: logged in recently = higher score
  • Feature breadth: used more distinct features = higher score
  • Error penalty: errors reduce the score

SaaS Dashboard

  • Onboarding completion %: percentage of contacts who have completed the key onboarding steps
  • At-risk count: contacts with a health score below the configured threshold
  • Top features: which features are used most across all contacts
  • Common errors: which errors appear most frequently

Token

The SaaS token is the same as the Sales token — one token covers both modules (the same snippet file works for both).

15. Module: Booking (Calendar Scheduling)

Booking lets contacts schedule meetings with you by clicking a link and picking a time — confirmation emails go out automatically.

What It Does

Instead of back-and-forth emails to find a meeting time, send a booking link. The contact sees your availability and picks a slot. The booking appears on your Calendar automatically.

Booking Settings

Configure in Settings → Profile (personal booking) or via the superadmin panel (tenant-wide):

  • Timezone: your local timezone for availability calculation
  • Booking window: how many days in the future slots are offered (e.g., next 14 days)
  • Post-booking pipeline stage: optionally move the contact to a specific pipeline stage when they confirm a booking

Sending a Booking Link

From a Contact Detail page or a Ticket Detail page:

  • Click Send booking link
  • A unique, time-limited booking URL is generated and inserted into a new email draft
  • Send the email to the contact

Public Booking Page

When the contact opens the link (/book/:token):

  • They see a calendar grid with your available slots
  • They click a slot to select it
  • They enter their name and any notes
  • They confirm — a confirmation email goes to both them and you
  • The booking appears on your Calendar

Counter-Propose Mode

Instead of sending a booking link, you can propose specific slots:

  • Click Propose times on a contact or ticket
  • Select 2–5 available slots from your calendar
  • A link is generated that shows only those proposed slots to the contact
  • The contact picks one and confirms

Booking Confirmation

When a booking is confirmed:

  • The contact receives an automatic confirmation email with the date, time, and any notes
  • You receive a notification
  • The event appears on the Calendar module
  • If a post-booking stage is configured, the contact moves to that pipeline stage automatically

Manage Booking Page

The contact can manage their booking via the link in their confirmation email (/book/manage/:manageToken):

  • Reschedule: pick a new slot
  • Cancel: cancel the booking — both parties are notified

Meet Page (Direct Booking Without Token)

Each user has a permanent public booking URL: /meet/:slug (e.g., /meet/diederik). This is a persistent link you can share on your website or email signature — no per-contact token required. Anyone can use it to book a meeting with you.

16. Departments

Departments let you organise your team into groups and automatically route incoming messages to the right people.

What It Does

Create a "Support" department and a "Sales" department, add agents to each, and set up inbound email routing. Tickets and chats go to the right department without manual triage.

Creating a Department

Go to Settings → Team → Departments:

  • Click New Department
  • Name: e.g., "Customer Support", "Sales", "Finance"
  • Email address: the inbound email address that routes to this department (e.g., [email protected])
  • SLA working days: the number of working days agents in this department have to resolve tickets (used to calculate SLA deadlines)
  • Default reply template: optionally pick a template that pre-fills when agents reply to tickets routed to this department

Adding Members

  • Click Manage members on a department
  • Search for and add agents from your team
  • Agents can belong to multiple departments

Inbound Email Routing

When an email arrives at a department's address:

  • The inbox draft is automatically tagged with that department
  • The draft appears in the Inbox for that department's agents
  • Tickets created from it are automatically assigned to the department

Module Permissions per Department

In the department settings, you can override which modules agents in this department can access — for example, giving the Finance department access to Billing but not Pipeline.

17. Settings: Profile

Profile settings are personal — they apply only to the currently logged-in user, not the whole team.

Email Address

  • Inbound address: the email address from which you receive messages routed to you personally
  • Send-from address: the address that appears in the From field of outbound emails you send

Email Signatures

Manage your personal email signatures:

  • Create: click Add signature, enter a name, and write the signature body (rich text supported, including images)
  • Edit: update any signature at any time
  • Reorder: drag signatures to change the order; the top signature is the default
  • Set default: mark one signature as the default — it pre-fills in the reply composer
  • Delete: remove a signature permanently

Keyboard Shortcuts

  • Toggle: enable or disable keyboard shortcuts for your account. When disabled, the g→i navigation shortcut does not fire.

Personal Work Mode

  • Own inbox only: when enabled, you see only your personally assigned messages in the Inbox — team messages are hidden. Useful for focused work without distractions from the full shared queue.

UI Language

Choose from 14 available interface languages — the app UI re-renders immediately:

English, Dutch (Nederlands), French (Français), German (Deutsch), Spanish (Español), Portuguese (Português), Italian (Italiano), Arabic (العربية), Chinese (中文), Japanese (日本語), Korean (한국어), Russian (Русский), Polish (Polski), Turkish (Türkçe)

Change Password

  • Enter your current password, then your new password (minimum 8 characters), and confirm.

18. Settings: Team

Team settings are workspace-wide — admins and superadmins can change them.

Team Members

  • Invite: click Invite member, enter their name and email, and choose a role. They receive an email with a one-time invite link (valid for 7 days).
  • Edit: change a member's name, role, or department assignments
  • Deactivate: suspend a member's access without deleting their data; tickets and messages they handled remain intact
  • Delete: permanently remove a member

Roles

Role Access
Admin Full access to all settings, team management, and all modules
Agent Access to enabled modules; cannot change team or billing settings
Viewer Read-only access to modules; cannot create, edit, or delete anything

RBAC (Custom Roles)

Beyond the three built-in roles, admins can create custom roles with per-module access levels:

  • Full: can create, edit, delete, and view everything in the module
  • View: can read data but not modify it
  • Restricted: no access to the module (same as if the module were disabled)

Create a custom role, set the access level for each module, and assign it to team members.

Branding

  • Workspace name: displayed in the app header and email footers
  • Primary color: accent color used throughout the UI (hex code)
  • Logo URL: your company logo shown in the sidebar and outbound emails

Resend Domain Configuration

Configure a custom email sending domain so outbound emails come from @yourdomain.com instead of Yippie's shared domain:

  1. Click Add domain
  2. Enter your domain name
  3. Yippie provisions the domain with Resend and shows the DNS records to add (SPF, DKIM, DMARC)
  4. Add the DNS records at your domain registrar
  5. Click Verify — Yippie checks DNS and marks the domain as verified
  6. Outbound emails now send from your domain

19. Settings: Templates

Templates is the shared library of pre-written email responses and campaign designs available to everyone on the team.

What It Does

Build a library of canned responses for your most common questions. Agents pick a template in one click when replying to a ticket — no rewriting the same answer from scratch.

Template Library

  • Browse: see all templates with name and preview
  • Search: find templates by name or content
  • Duplicate: copy a template to use as a starting point for a new one
  • Delete: remove a template (can't be undone)

Creating a Template

Click New Template:

  • Name: internal label (not shown to customers)
  • Subject line: pre-filled subject for use in outbound emails
  • Body: use the GrapesJS email editor (same drag-drop builder as the Marketing module)
    • Add text blocks, images, buttons, dividers
    • Apply fonts, colors, and padding via the style panel
    • Insert personalization tokens: {{first_name}}, {{company}}, etc.
    • Add Yippie Buttons (CTA buttons that can be linked to pipeline stages in campaigns)

Personalization Tokens

Tokens available in templates and campaigns:

Token Replaced with
{{first_name}} Contact's first name
{{last_name}} Contact's last name
{{full_name}} Contact's full name
{{email}} Contact's email address
{{company}} Contact's company name

At send time, Yippie substitutes these with the actual values from the contact record.

20. Settings: Organisation

Organisation settings apply to the whole workspace — billing information, pipeline configuration, and integration credentials.

Company Information

  • KvK-nummer: Dutch Chamber of Commerce registration number — shown on invoices
  • BTW-nummer: Dutch VAT number — shown on invoices

Pipeline Stages

Pipeline stages can be managed here as well as from the Pipeline board itself:

  • Create: add a new stage with a name and optional color
  • Rename: change a stage name
  • Reorder: drag to change the column order on the Pipeline board
  • Delete: remove a stage (contacts in it must be moved first)

Live Chat Settings

  • Hide solved sessions after N hours: set how many hours after a session is resolved before it disappears from the chat list

Sendcloud Credentials

  • API key: enter your Sendcloud API key to enable automatic shipment status sync
  • Once entered, Yippie registers a webhook with Sendcloud to receive real-time status updates

21. Subscription & Plans

The Subscription page (available in the sandbox/staging environment) manages your Yippie plan and billing.

Plan Cards

Each plan shows:

  • Name: Founder, Starter, Growth, Pro, Enterprise
  • Price: monthly rate in euros
  • Seat limit: maximum number of team members
  • AI scan limit: maximum inbox AI scans per month
  • Current plan indicator: your active plan is highlighted

Click Upgrade on any plan to proceed to Stripe checkout.

AI Scan Usage Meter

A usage bar shows how many AI scans you have used this month versus your plan limit. When you approach the limit, a warning appears. When the limit is reached, new inbound messages are stored but not AI-scanned until the next billing period or an upgrade.

Stripe Checkout and Billing Portal

  • Upgrade / downgrade: clicking a plan opens Stripe checkout for payment
  • Billing portal: click Manage billing to open the Stripe customer portal — change payment method, view invoices, or cancel

22. Superadmin: Client Management

Superadmins have a dedicated panel at /superadmin/clients for managing all tenant workspaces on the platform.

Tenant List

  • Filter tabs: All / Active / Demo / Inactive
  • Each row shows tenant name, slug, creation date, status, and enabled module count
  • Search: find a tenant by name or slug

Creating a Tenant (5-Step Wizard)

Click New Tenant to open the creation wizard:

  1. Name & Slug: workspace name and URL slug (e.g., acme-bv → sandbox.getyippie.com/acme-bv)
  2. Modules: choose which modules to enable for this tenant
  3. Branding: set primary color, logo URL, and workspace display name
  4. Admins: enter the email and name of the initial admin user (an invite email is sent)
  5. Demo settings: optionally mark as a demo tenant with an expiry date (demo tenants are automatically deactivated after expiry)

Editing a Tenant (6 Tabs)

Click any tenant row to open the edit modal:

  • Info: name, slug, plan, status (active/inactive), environment label
  • Modules: toggle individual modules on or off — changes take effect immediately without restart
  • Branding: update colors, logo, and display name
  • WhatsApp: view the current WhatsApp connection state for this tenant; trigger a QR code re-pairing
  • Users: list all users in this tenant; promote/demote roles; deactivate or delete users
  • Actions / Dev: seed demo data (inbox messages, chat sessions), delete the tenant, run diagnostics

Impersonating a Tenant

From any tenant's edit modal:

  • Click Impersonate
  • You are logged in as that tenant's admin for up to 1 hour
  • An amber banner shows at the top of the screen: "Viewing as [Tenant Name] ([agent email])"
  • Click Exit in the banner to return to your superadmin account
  • All impersonation sessions are audit-logged (who, when, which tenant)

Deleting a Tenant

  • Click Delete tenant in the Actions tab of the edit modal
  • Enter your superadmin password to confirm
  • All tenant data is permanently deleted — this is irreversible

Cross-Tenant Stats Dashboard

The superadmin home shows aggregate stats across all tenants:

  • Total tenants (active / demo / inactive)
  • Total tickets created (all tenants)
  • Total contacts (all tenants)
  • AI scans used this month (all tenants)

23. Superadmin: Diagnostics & Operations

Beyond client management, superadmins have access to platform-level diagnostic and operations tools.

Resend Domain Provisioning

  • View all custom sending domains across all tenants
  • Check DNS verification status per domain
  • Trigger a re-verification check for any domain
  • Remove a domain configuration

Evolution API Diagnostics (WhatsApp)

  • See the connection state of every tenant's WhatsApp pairing (Connected / Disconnected / QR needed)
  • Trigger a QR code refresh for a specific tenant's WhatsApp session
  • View the Evolution API instance health

Bulk Module Changes

  • Enable or disable a specific module across all tenants at once
  • Useful when launching a new module — flip it on globally rather than editing each tenant individually

Broadcast Email

  • Send an informational email to all opted-in contacts across all tenants (or a selected subset)
  • Used for platform-wide announcements, maintenance notices, etc.

Seed Demo Data

For any tenant in demo mode:

  • Seed inbox: creates sample inbound messages with AI-generated drafts so the inbox looks populated for a demo
  • Seed chat sessions: creates sample live chat conversations

Superadmin List

  • View all superadmin users
  • Invite superadmin: send an invite to a new superadmin by email
  • Toggle active: enable or disable a superadmin account
  • Delete: permanently remove a superadmin

24. Integrations Reference

Email — Resend

Yippie uses Resend for all outbound and inbound email.

  • Outbound: all emails sent from the workspace (ticket replies, campaigns, booking confirmations) go through Resend
  • Inbound: Resend receives emails to your domain and forwards them to Yippie via webhook. Each inbound message is stored, AI-scanned, and placed in the Inbox as a draft.
  • Custom domain: configure your own sending domain in Settings → Team so outbound emails come from @yourdomain.com with proper SPF/DKIM/DMARC records
  • Bounce handling: Resend reports bounces back to Yippie; bounced contacts are flagged and excluded from future sends automatically

WhatsApp — Evolution API

Yippie integrates with a self-hosted Evolution API instance for WhatsApp:

  • QR pairing: scan the QR code in the Chat settings to link a WhatsApp number to the workspace
  • Inbound: WhatsApp messages arrive via Evolution API webhook, land in the Chat session list
  • Outbound: replies sent from the Chat module go through Evolution API to WhatsApp
  • Broadcast: bulk WhatsApp messages go through Evolution API
  • Superadmins configure the Evolution API URL and token in the Railway environment variables

Sendcloud — Shipping

  • API key: enter in Settings → Organisation to connect
  • Status webhooks: Sendcloud calls Yippie's webhook endpoint when a shipment status changes; Yippie updates the Shipment record automatically
  • Carriers supported: DHL, UPS, FedEx, PostNL

ERP Order Webhook

  • Endpoint: POST /api/v1/shipments/webhooks/orders
  • Authentication: HMAC-SHA256 signature in the X-Webhook-Signature header
  • Payload: include contact_email, tracking_number, and carrier
  • Secret rotation: generate a new secret in Settings → Organisation → Tracking; old secret is immediately invalidated

Stripe — Platform Billing

Stripe handles subscription billing for Yippie's own plans (what tenants pay Yippie):

  • Checkout: clicking a plan card redirects to Stripe checkout
  • Billing portal: Stripe-hosted portal for managing payment method and viewing invoices
  • Webhook: Stripe calls Yippie's webhook to update plan status on payment success, failure, or cancellation

Live Chat Widget

  • Embed: one <script> tag with data-token
  • Session persistence: the widget uses a browser session ID to resume conversations across page navigations
  • Protocol: WebSocket connection to wss://app.getyippie.com/ws/chat for real-time messaging
  • Fallback: if WebSocket is unavailable, the widget falls back to polling

25. Automation & Background Jobs

Yippie runs several scheduled background jobs using APScheduler. These run automatically — no manual trigger required.

Job Frequency What It Does
SLA escalation Every 5 minutes Scans all open tickets; marks any past their SLA deadline as Overdue; updates sidebar badge counts
SLA auto-close Every hour Closes tickets in Waiting status that have not been updated in the configured number of working days
Email poller Every 30 seconds Checks Resend for new inbound messages and ingests any that haven't been processed
Draft AI enrichment Every 10 seconds Picks up any inbox drafts not yet AI-scanned and sends them to Claude Haiku for subject/priority/description generation
Campaign scheduler Every 60 seconds Dispatches any scheduled campaigns whose send time has passed; processes drip sequence steps for eligible contacts
A/B winner picker Every 15 minutes For A/B campaign variants sent more than 2 hours ago, picks the winner by open rate and sends it to remaining recipients
Engagement score decay Monthly Applies a 10% decay to all contact engagement scores (floor: 0) so old engagement doesn't inflate targeting
Demo expiry checker Every hour Checks demo tenants for expired demo dates; deactivates any that have passed their expiry
Onboarding drip Daily Sends onboarding tip emails to new tenants on Day 3 and Day 7 after signup
Compose undo flush 5-second delay When an agent clicks Send in the Compose window, actual delivery is delayed 5 seconds to allow the undo action

26. Public Pages (No Login Required)

These pages are accessible without a Yippie account. They are standalone — no app shell, no sidebar.

URL Page Purpose
/book/:token Booking page Customer picks an available meeting slot from the agent's calendar
/book/manage/:manageToken Manage booking Customer reschedules or cancels a confirmed booking
/meet/:slug Meet page Permanent direct booking link (e.g., /meet/diederik) — no per-contact token required
/unsubscribe/:token Unsubscribe page Customer unsubscribes from marketing campaign emails
/request-demo Request demo Public form to request a demo tenant of Yippie
/demo-enter Demo enter Magic-link entry to a demo workspace (no password required)
/track/confirm Tracking confirm Confirms shipment tracking opt-in for a contact

27. Security & Access Control

Tenant Isolation

Every database table includes a tenant_id column. Every query filters by it. When a request arrives:

  1. The JWT is validated and the user's tenant_id is extracted
  2. A PostgreSQL function (set_tenant_context) runs SET LOCAL app.current_tenant_id = :id on the database session
  3. Row-Level Security (RLS) policies on each table enforce that only rows matching the current tenant_id are visible
  4. No query can return data from another tenant — even if an API endpoint had a bug, the database layer enforces the boundary

Authentication

  • JWT (JSON Web Tokens): HS256 algorithm, 8-hour expiry
  • Login: POST /api/v1/auth/login with email + password returns an access token
  • Token refresh: tokens expire after 8 hours; users must log in again
  • Password hashing: bcrypt with a cost factor appropriate for the server hardware — plain-text passwords are never stored

Roles and Permissions

Role Description
Superadmin Platform-level admin; bypasses all tenant RLS; can impersonate any tenant; manages all clients
Admin Tenant owner; full access to all settings and modules within their workspace
Agent Standard team member; can use enabled modules; cannot change team or billing settings
Viewer Read-only; cannot create, edit, or delete anything
Custom Custom roles created by admins with per-module access levels (full / view / restricted)

Invite Links

  • Team invite emails contain a one-time invite link
  • Links expire after 7 days
  • Each link can only be used once — reuse is rejected
  • After accepting, the new user sets their password and gains access

Impersonation

  • Superadmins can log in as any tenant's admin using a short-lived impersonation token
  • The impersonation session is time-limited
  • Every impersonation is audit-logged: superadmin email, target tenant, start time, and end time
  • The amber impersonation banner is always visible during the session

Webhook Security

All inbound webhooks use HMAC-SHA256 signature verification:

  • Resend (inbound email): Svix-Signature header verified against the Resend signing secret
  • Sendcloud (shipping updates): X-Sendcloud-Signature header verified against the Sendcloud API secret
  • Stripe (billing events): Stripe-Signature header verified against the Stripe webhook secret
  • ERP orders: X-Webhook-Signature header verified against the rotatable workspace secret

Requests with invalid or missing signatures are rejected with a 403 before any processing occurs.

Data at Rest

  • All data stored in PostgreSQL 16
  • Railway manages disk encryption at rest
  • Backups are managed by Railway's Postgres plugin

28. Module: AI Assistant (Jarvis)

Jarvis is the AI layer that runs throughout the platform. Most of its features are available when the ai module is enabled for the tenant.

Quick Capture Popup

Press Cmd+K (Mac) or Ctrl+K (Windows/Linux) from anywhere in the app to open the Quick Capture popup. Type a natural-language instruction and Jarvis interprets it:

  • Set a reminder: "Remind me to follow up with Jan tomorrow" → creates a reminder that fires as a push notification at the specified time
  • Add a contact note: "Add a note to Pieter Bakker: called about invoice" → appends an internal note to that contact's timeline
  • Add a ticket note: "Add note to ticket 42: escalated to team lead" → appends an internal note to the ticket
  • Context lookup: "Find the ticket about the broken export for Acme BV" → locates the matching ticket and opens it

Reminders

Reminders set via Quick Capture are delivered as push notifications inside the app (via WebSocket). When a reminder fires:

  • A notification banner appears in the top-right corner
  • Click the banner to navigate to the related contact or ticket
  • Click Dismiss to clear the reminder
  • View all upcoming reminders in the Reminders panel (accessible from the notification bell in the sidebar)

Yip Train (AI Configuration)

Yip Train is a 5-question onboarding flow that teaches Jarvis the context of your business. Access it from Settings → Workspace → Train Yip AI.

The five questions configure:

  1. Tone: formal, friendly, or neutral — how Yippie writes AI-generated replies
  2. Language: the primary language the AI should write in when suggesting replies
  3. Product / service: what your business does — used to contextualise reply suggestions and ticket briefings
  4. Audience: who your customers are (B2B, B2C, enterprise, etc.)
  5. Common topics: the most frequent issues your support team handles

Answers are saved and applied across all AI features: inbox scanning, reply suggestions, ticket briefings, and template generation. Re-run Yip Train at any time to update the profile.

AI Features by Module

Module AI Feature Trigger
Inbox Draft scanning Automatic (every 10 seconds)
Inbox Suggest reply Button in Draft Review
Inbox Improve reply Button in Draft Review
Inbox Regenerate scan Button in Draft Review
Inbox Compose suggest / improve Buttons in Compose modal
Tickets Ticket briefing Auto-loads when reply tab is focused
Tickets Suggest reply Button in ticket reply composer
Tickets Improve reply Button in ticket reply composer
Templates AI suggest template Button in template editor
Jarvis Quick Capture Cmd+K / Ctrl+K
Jarvis Reminders Fired by Quick Capture or scheduled

AI Scan Usage

Each inbox draft AI scan counts against the tenant's monthly AI scan limit (determined by the subscription plan). The current usage and limit are visible on the Subscription page. When the limit is reached, new drafts are stored but not scanned until the next billing period or a plan upgrade.

29. Onboarding & Setup

New workspaces receive guided onboarding to help the team get up and running.

Welcome Tour

On first login, a Welcome Tour overlay walks new users through the main areas of the platform:

  • Where the Inbox is and how AI scanning works
  • How to open a ticket and reply to a customer
  • Where to find contacts and the pipeline board

The tour can be dismissed and replayed at any time from the Help menu.

Setup Checklist

A Setup Checklist widget appears in the sidebar for new workspaces. It tracks four key milestones:

Step Action
Connect email Add an inbound email address and configure your sending domain in Settings → Team
Invite team Add at least one other team member via Settings → Team → Invite
Handle first ticket Approve an inbox draft or create a ticket manually and change its status
Train Yip AI Complete the Yip Train flow in Settings → Workspace → Train Yip AI

Each step is checked off automatically once completed. The checklist collapses after all four steps are done.

Onboarding Drip Emails

New tenants receive automated onboarding tip emails from the platform on Day 3 and Day 7 after signup. These are sent by the background scheduler and contain tips for getting the most out of the platform. Superadmins can view these sends in the activity log.

End of manual. For the latest changes, refer to the git commit history on the sandbox branch.