Product documentation

Last updated: 09/06/2023

Table of contents

Glossary

Definitions of terms used throughout the Yetto app.

User

A user represents a single real human using Yetto. A person does not need to have multiple Yetto user accounts to join multiple organizations or work with different teams or companies.

Organization

An organization represents a group of people working together. Typically an organization will represent a company. For large companies, organizations can be set up for large divisions of the company that need to be kept separate.

Membership

Memberships are what link a user to an organization. A user can have a membership to any number of organizations and organizations can have any number users as members.

Role

Roles represent the sets of permissions a user has as a member of an organization. The roles and sets of permissions can be defined by an organization, so they are flexible enough to meet the varying needs of different teams. A user's role can be different for each organization they are a member of.

Inbox

An inbox is where messages are received and sent for an organization. It can represent a single email address or a single team, depending on the needs of the organization. Each organization can have any number of inboxes.

Plug

Plugs are Yetto's integrations with other systems. Each plug allows you to interact with another system in some way, typically via message interactions. The email plug, for instance, allows you to send and receive emails in an inbox.

Plug installation

Each plug can be installed on an inbox of your choice. The individual instances of a plug within an inbox is referred to as a plug installation. These can be configured separately without impacting the installations in other inboxes.

Switch

Switches are the internal routing logic of Yetto. Each Switch describes an action to take based on an event in Yetto. This is how message data is routed from Yetto to plugs, but it is also how other automation logic can be set up.

Sign in

Yetto uses a password-less, email-based sign-in system.

  • When signing into the app at https://web.yetto.app/login, you will be asked for your email address.
  • Enter your email address and click Log in.
  • An email will be sent to the email address set up for your Yetto user account.
  • Click the Log in to your Yetto account link in the email to sign into Yetto.

Creating and updating an inbox

Creating an inbox

To send and receive messages, with customers and with internal colleagues, you'll need an inbox.

  • On you organization page (https://web.yetto.app/orgs/[organization_name], click on the "Create inbox" icon.
  • Enter a name for your inbox in the form. Inbox names must be unique within an organization.
  • Click the "Create inbox" button.

Updating an inbox

To change the name of an inbox:

  • Go to your organization page (https://web.yetto.app/orgs/[organization]).
  • Click on the inbox icon for the inbox you want to change.
  • Click on the "Settings" tab in the navigation bar.
  • Enter a new name for your inbox in the text field.
  • Click "Finish updating inbox".

If you have an email plug installed in the inbox, the default [inbox]@[organization].yetto.email email address will be updated with the new inbox name.

Installing and updating an email plug

Installing an email plug

You'll need an email plug configured in an inbox to send and receive email.

**Outbound emails from Yetto will come from [inbox]@[organization].yetto.email.

Emails sent to your Reply-to Address will be forwarded through our email service and appear in your newly configured inbox.**

Optional:

Configuring DNS for custom email

If you are able to configure the DNS settings for your email domain, follow these steps to complete custom email domain verification:

  • After you have set up email forwarding from your custom email domain to Yetto, return to the plug installation edit page (https://web.yetto.app/orgs/[organization]/inboxes/[inbox]//installations/plugs/email/edit).
    • Go to your "plugs" tab in the inbox navigation bar.
    • Click on "Edit Email plug" in the left sidebar.
  • Copy the Custom DKIM host, Custom DKIM value, Custom return path domain,and Custom return path value.
  • Go to your email domain settings.
  • Add a new TXT record for the DKIM host and value.
    • Use the Custom DKIM host as the record "name" and the Custom DKIM value as the record value.
  • Add a new CNAME record for the return path domain and value.
    • Use the Custom return path domain as the record domain and the Custom return path value as the record value.
  • Return to the plug installation edit page.
  • Check the boxes for Custom DKIM verification trigger and Custom return path verification trigger.
  • Click "Finish updating plug".

The DKIM and return path may not pass verification immediately. If their verification still shows false after following the steps above, wait an hour after updating your domain settings with your email provider before retriggering another verification.

Outbound emails from Yetto will now come from your custom email address.

Setting up email forwarding from Google Workspace

For customers using Google Workspace, email forwarding from Google to Yetto is straightforward but not well documented by Google. Here's what works for us:

  • Go to the Google Admin Console for the workspace you want to use.
  • Go to "Apps" in the left sidebar.
  • Go to "Gmail"
  • Scroll down the menu and go to "Routing". This is NOT the same as "Default routing", which will not help you for this.
  • Add a route in "Email forwarding using recipient address map" for the address you want to forward to Yetto, using the Forwarding email address of your Yetto inbox.
  • Click "Save"

Installing and updating a GitHub plug

Installing a GitHub plug

You'll need a GitHub plug configured in an inbox to send messages to and receive messages from GitHub.

  • Install the GitHub App on GitHub (https://github.com/apps/yettoapp).
    • Select the GitHub organization and GitHub repository (or repositories) you want Yetto to have access to.
  • Go to your inbox (https://web.yetto.app/orgs/[organization]/inboxes/[inbox]).
  • Go to the "plugs" tab in the inbox navigation bar (https://web.yetto.app/orgs/[organization]/inboxes/[inbox]/plugs).
  • Click on the "GitHub" icon to install the GitHub plug.
  • You will be sent to a GitHub authentication page to approve Yetto's access.
    • If you are not already signed into GitHub in your current browser, you will be asked to sign in.
    • Once signed in, you'll be asked to approve Yetto's access to your account.
    • Click "Approve"
  • Select which GitHub organization you want this Yetto inbox to access.
  • Click "Continue to next step".
  • Select which GitHub repository you want this Yetto inbox connected to.
  • Click "Finish installing plug".

Updating a GitHub plug

To update your GitHub plug with access to a different GitHub repository:

  • Go to your inbox plug page (https://web.yetto.app/orgs/[organization]/inboxes/[inbox]/plugs).
  • Click on "Edit GitHub plug" in the left sidebar.
  • Select which GitHub organization you want this Yetto inbox to access.
  • Click "Continue to next step".
  • Select which GitHub repository you want this Yetto inbox connected to.
  • Click "Finish updating plug".

Creating labels

COMING SOON

Filtering lists of conversations

To view a filtered list of conversations in an inbox:

  • Go to your inbox page.
  • Click on the "Conversations" tab in the navigation bar.
  • Select that "states" you would like to view (open conversations, closed conversations, or both).
  • Select the labels that you would like to view
    • Start typing in the text field to search for available labels
  • The list of conversations will automatically filter

From there, you can click on any conversation to view it, update it, or send a reply. The filtered list of conversations will remain in the left sidebar.

Replying to conversations

You can respond to conversations in one of two ways: as a public reply to the original sender or as an internal comment.

Reply as a public comment

  • Scroll to the end of a conversation until you see the comment editor box.
  • Make sure the toggle in the upper left corner of the box is switched to "Public comment".
    • The box will be highlighted in blue when it's in "Public comment" mode.
  • Type your reply to the original sender.
    • Yetto supports full markdown, so feel free to format your response however you like.
  • Click "Send public reply" underneath the comment box.

Reply as an internal reply

  • Scroll to the end of a conversation until you see the comment editor box.
  • Make sure the toggle in the upper left corner of the box is switched to "Internal reply".
    • The box will be highlighted in yellow when it's in "Internal reply" mode.
  • Type your internal comment.
    • Yetto supports full markdown, so feel free to format your response however you like.
  • Click "Send internal reply" underneath the comment box.

Adding attachments

Yetto supports attachments to all comments, both internal and public. To add an attachment to your comment, do the following:

  • Drag and drop files from your desktop onto the comment editor box. or
  • Click the "click here" link underneath the comment editor to upload files from your computer.

Updating conversation data

Adding and removing labels

To add or remove labels to or from a conversation:

  • Go to a conversation.
  • In the right sidebar, click the icon next to the "Labels" header.
  • Select the labels you would like to add.
  • Unselect the labels you would like to remove.
  • Click outside of the label selection field to set the new labels.

Changing the conversation state

To change the state of a conversation:

  • Go to a conversation
  • Click on the "Open" or "Closed" text at the top of the right sidebar
  • Click on the state you want to set.
  • The conversation will be updated to the new state.

Conversations are automatically set to "open" when a customer sends in a message. They are automatically closed when a Yetto user sends a public reply.

Adding and removing assignees

To add or remove assignees to or from a conversation:

  • Go to a conversation.
  • In the right sidebar, click the icon next to the "Assignees" header.
  • Select the users you would like to add as assignees
  • Unselect the users you would like to remove as assignees.
  • Click outside of the assignee selection field to set the new assignees.

Adding users to your organization

To add new members to your organization, please contact Yetto support at support@yetto.app. Include the names and email addresses of the people you'd like to add to your organization and we will update the organization as quickly as possible.

Changing your organization name

To change your organization name:

  • Go to your organization page (https://web.yetto.app/orgs/[organization]).
  • Click on the "Settings" tab in the navigation bar.
  • Enter a new name for your organization in the text field.
  • Click "Finish updating organization".

If you have an email plug installed in any of the inboxes in your organization, the default [inbox]@[organization].yetto.email email address will be updated with the new organization name.

Contact us

Reach out to us at support@yetto.app if you run into any issues or have any feedback. We love talking to people.