herbe portal · module
Messaging
Ask about a charge right on the invoice. Every thread stays with its record, so nothing hides in someone's inbox.
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One conversation per business event
The thread belongs to the document, not to a person.
How it works
Replies in seconds, on your side of the screen
Your staff replies are tagged Company, the customer's Customer. With an ERP, each thread is an activity your team already knows.
- You choose which record types get a sidebar. Some setups give a read-only list with no replies
- Staff sort by Needs attention first and filter by label. Customers never see the labels
- Topics can route a customer's new question to the right people, so the customer does not have to pick one
- The model only labels. It does not answer, and a person still replies
- Start a conversation
A subject, an optional description of up to 4000 characters and a person to assign. Some setups route by topic instead.
- Your staff answer from the portal
Invited office staff open a customer, reply to activities and mark them done.
- Open or closed
A closed thread is read only. A new conversation starts a new one.
- AI picks what is first
Switch on message labels and an AI model marks each new customer message: urgent or not, calm or unhappy, still waiting for a reply, and which of your topics it belongs to.
How to start
Book a demo
We open a thread on an invoice and answer it from the office side.
Choose where threads appear
Per record type, and which activity types customers can see.
Set who answers
Pick the people customers can assign a question to, or route by topic.
Questions about messaging
Where do the customer's messages go?
With an ERP, they land in it as an activity on the same record, within a couple of seconds, and your staff see them on their usual screen.
Which files can customers attach?
Types and size are set per vendor. Typically PDFs, common image formats and Office documents up to about 10 MB. Files attach to the activity, not to a single comment.
What if a reply fails to send?
The error says why. Typical causes: the ERP is in its nightly backup window, the activity is assigned to someone the customer cannot comment as, or it has been closed.
How does a customer get notified?
They watch a thread with the bell. New comments and files collect into an email digest, and the dashboard shows a blue dot.
Can we switch it off for some record types?
Yes. Messaging can be off globally or per register type. Where it is off, the sidebar is simply not there.
How does the AI prioritise messages?
It is off until an admin switches it on for a company. Then an AI model reads each new customer message and answers a few fixed questions: how urgent, what tone, is the customer waiting for us, and which of your topics it is about. Your staff see the answers as small tags, sort the list by Needs attention first and filter by label. It can also warn a staff member before sending a reply that may not answer the question. The model only labels; it never replies, and a staff member can correct a wrong label.
What goes to the AI provider?
The text of the customer message and the last few messages of that thread go to Jev, run by TypeSafe, which is the processor for that text. The portal first removes what it recognises as personal: email addresses, phone numbers, bank and card numbers, long numbers and the names of the customer's contacts and your ERP users. You sign a data processing agreement with TypeSafe before switching it on.
Which systems have message threads?
Excellent Books and Standard ERP by HansaWorld (known as Excellent ERP in the Baltics, Finland and Norway). A portal that runs only on herbe service's own database has no message threads.