Presence

In a shared inbox, it's easy for two people to start answering the same customer without knowing. Presence helps you avoid that. On every conversation, it shows who else has it open right now, and whether they're reading, writing a reply or writing a note.

What you see

Under the messages, just above the reply and note, Jelly shows the faces of the colleagues who have the conversation open. Beside them, a short sentence says what they're doing:

• "Bob is viewing"
• "Bob and Dana are replying"
• "3 teammates are commenting"

Someone is viewing when they have the conversation open, replying when their cursor is in the reply editor, and commenting when their cursor is in the note editor. When they click out of an editor, they go back to viewing.

The sentence keeps itself up to date as people come and go. You never appear in your own.

When someone else is replying too

If you're in the reply editor and a colleague is as well, their part of the sentence changes to "Dana is also replying", in an amber pill.

Treat this as a warning, not a lock. A conversation has one shared draft, and only one of you can save and send it, so agree who's answering before either of you writes much.

When people appear and disappear

You appear to your colleagues as soon as you open a conversation, and disappear as soon as you leave it, whether you open another one or close the tab. If your browser closes without warning, or your connection drops, you disappear within 30 seconds.

Presence only shows what's happening now. It isn't recorded, and it doesn't appear in activity or in notifications. What does stay behind is a colleague's draft: if someone started a reply and left, you'll still see it on the conversation.