Propper
PlatformFor your team10 of 14
Support and mail

Every question answered, by the assistant or by your team.

Traders open a ticket from their dashboard. The assistant can answer first from your own FAQ and hands over when it should, your team works one queue with the trader's accounts beside the conversation, and quiet tickets close themselves after a warning. Beside it, a mail client on your own domain and a calendar for the team.

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Live support
What the trader seesContact support
Contact supportPick a question. Sending it opens a ticket.
Your team · TicketsNeeds a reply: 1Live
Two-factor code not arrivingLena Ortiz · 25 minNeeds a reply
Is news trading allowed on funded?Kenji Mori · MaraWaiting on trader
KYC document rejectedPriya Shah · MaraResolved
Pick a question in the trader's view. The ticket lands here.
Fig. 10 · Try it · One ticket, from both sidesA simulation in your browser. Nothing is sent anywhere.
places one FAQ answer reaches, from the contact page to both assistants
4
MX record to receive the mail of your own domain here
1
levels to share a calendar at, from busy only to manage
4
extra seats to pay for, whoever on your team answers
0
Feature by feature

What support does, one part at a time.

01

A queue that opens on what waits

Tickets opens on the ones that need a reply, the most urgent on top and then whoever has waited longest. Below them what the assistant is still answering, then what waits on the trader. The order follows what happened in the conversation rather than a status somebody set by hand, so the top row is always the next job.

  • Counts under the title that are filters too: needs a reply, yours, nobody's, and how long the oldest has waited
  • Search by subject, trader, email address, ticket number or any word in the conversation
  • J and K walk the queue with the conversation following, and a right click acts without opening
  • Resolving moves on to the next ticket, so a morning's queue is worked top to bottom
TicketsNeeds a reply: 3 · oldest waiting 25 min
Can I trade the news?Priya Shah · 8 minNeeds a reply
Two-factor code not arrivingLena Ortiz · 25 minNeeds a reply
Payout not arrivedDaniel Weber · just nowNeeds a reply
Withdrawal limits on fundedKenji MoriWith the assistant
KYC document rejectedNoah de VriesResolved
Daniel replied
02

The assistant answers first, and knows when to stop

With live support on Assistant first, every new ticket gets an answer at once, from your own FAQ and settings and in the language the trader writes. It hands over the moment it should, and once somebody on your team replies it stays out of the conversation unless it is asked back.

  • Assistant first, team only or off, decided once per ticket when it opens
  • It hands over when the trader asks for a person, is frustrated, or has an account question such as a payout, a bug or a dispute
  • When it fails or the AI allowance is used up, the ticket goes to your team, so nobody waits on a silent ticket
  • /ai with an instruction has it write your next reply, and the instruction stays an internal note
With the assistant
Daniel WeberWhat profit split do I get on a funded account?
AvaOn
03

The trader beside the conversation

A ticket opens beside the queue with the trader in a tab of its own: who they are, whether their identity is verified, their accounts with balances, the payouts the ticket is about, their open fraud flags and every other ticket they opened. Nobody needs a second screen open to answer a question about money.

  • Accounts, payouts and fraud each show only to a role that may see them
  • Reply or Note in one box. A note only your team sees, and it looks different in the thread
  • You see the trader typing. They do not see you, so you can take a minute to work out the answer
  • One image per message from either side, up to 10 MB, opened only by your team and that trader
ConversationTraderActivity
DWDaniel Weber[email protected]
Last seen2 min agoIdentityVerifiedCountryGermanyLanguageEnglish
Accountsview_accounts
100K · Funded$104,212
50K · Phase 2$51,380
Payouts on this ticketview_payouts
pay_r4t6v5k7 · Approved Monday$2,450
Fraud flagsview_fraud
No open flags
Other tickets
Login code not arriving · Resolved
Daniel is typing
04

Every ticket with somebody, and the bell rings for them

A ticket goes to a person, to a team such as Payouts, or both. When it starts waiting for a reply, the notification follows that: the person who holds it, else the members of its team, else everyone who reads tickets. Priorities and tags are yours, and the trader never sees them.

  • Support teams you make yourself, from your own staff
  • A notification that would reach nobody falls through to the team, then to everyone
  • The same ticket rings at most once every five minutes, so a burst of events is one bell
  • Low, normal, high or urgent, and tags of your own to filter and count on
Payout not arrived · needs a replySam holds it
Held by SamSam only
Team PayoutsEvery member of Payouts
Everyone who reads ticketsNobody holds it, so everyone
Priority
LowNormalHighUrgent
Tags
PayoutsKYCBug
05

Quiet tickets close themselves, after a warning

A ticket your team answered and the trader never came back to does not sit in the queue forever. After five days without a reply the trader gets one mail and a line in the thread, and two days later the ticket closes with its history intact. Any message from either side starts the count again.

  • Warn after 1 to 60 days and close 1 to 30 days later, or switch closing off
  • A ticket is never closed without the warning going out first
  • A reply reaches a trader who is away by mail, at most once every ten minutes per ticket
  • With mail received here on your domain, the trader answers that mail from their own mail program and it lands in the ticket
Day 0Waiting on trader
01234567
Day 0Your reply
Day 5Mail and a line in the thread
Day 7Closed, history kept
Daniel answers the mail#Q8R3T6It lands in the ticket
06

An answer written once, in four places

A FAQ answer shows on your contact page under its category, the trader assistant gives it as the official answer, the ticket assistant answers new tickets with it, and your team's own assistant knows it too. Who it is written for decides where it goes, and the editor shows every place with the reason when it does not reach one.

  • Written for traders, for your team or for both. An answer for your team never reaches a trader
  • The order and the category headings in the list are the order of the contact page
  • /contact shows your FAQ and your contact details, or sends everybody to a help centre of your own
  • With the assistant on, a weekly list of what at least three traders asked, each topic a FAQ in a click
PayoutsHow soon is a payout sent once it is approved?Within one business day. You get an email with the transaction as soon as it leaves.
Written for
Reaches 4 of 4
Contact page
Trader assistant
First reply on a ticket
Team assistant
07

Mail on your own domain, worked as a team

Point one MX record at us and mail to your addresses arrives in the platform, with whole conversations in order and the inbox, archive, drafts, sent, starred, spam and trash beside them. Who reads each address is set by role or by person, so a new colleague reads support@ on their first day.

  • Hand a conversation to a colleague, and Assigned to me counts what waits on you
  • The pane says when a colleague has the same conversation open, and louder when they are writing
  • Internal notes on a conversation, and a log of who on your team read each message and when
  • Bring old mail in from Gmail, Outlook, Apple Mail, Proton or Thunderbird, up to 5 GB, and undo an import
Partnership proposalJordan Blake · to [email protected]MAssigned to Mara
Sam has this conversation open

Hi, we run a broker comparison site with 40,000 traders a month and would like to list your challenges. Could we set up a call?

Mara, internal noteCalled him. Sending the deck on Friday.
Read byMara 09:12Sam 09:40
08

Spam, forgeries and rules of your own

Every message is scored on the way in. Mail the filter is certain about, and mail forging a domain that tells the world to refuse forgeries, is refused while the sending server is still connected. A sender that could not be verified carries a warning, and your own rules file the rest as it arrives.

  • Moving a message into Spam or out of it decides for that sender, for the whole team
  • Rules on sender, recipient, subject, text, attachments, label or star: move, label, unlabel, star, mark read or forward
  • Block an address or a whole domain for every mailbox, turned away with a bounce
  • Labels in nine colours, shared by the whole team, and spam and trash cleared after 30 days
Rule
When the sender ends with@stripe.commove to Archive, label Receipts
Arriving
Your receipt[email protected]Archive · Receipts
Verify your account now[email protected]Refused, DMARC p=reject
Invoice overdue[email protected]Spam · sender not verified
Question about my payout[email protected]Inbox
09

Writing help that reads the whole conversation

The spark in the composer asks AI to look at your reply. It reads the conversation you are answering, not only your draft, so beside the new version it points out an amount that differs from what the customer wrote, a question left unanswered or a tone that may land badly. Nothing changes until you press Replace.

  • Fix spelling and grammar corrects mistakes and leaves your wording alone
  • Check and improve also smooths the phrasing
  • Ask something else takes your own instruction, and works on an empty message too
  • Changes shown in place, removed words struck through and added ones marked, with AI on for your firm
Daniel wrote

Hi, my payout of $2,450 was approved on Monday. When will it arrive?

Your reply

Hi Daniel, your payout of $2,540 was send yesterday and should arrive soon.

10

A calendar beside the mail

Personal calendars and calendars the whole team shares, in day, week, month and schedule views. Invitations that arrive by mail land on the grid by themselves and wait for an answer, and the ones you send go out from your own address with the answers coming back onto the guest list.

  • Share with a person or a whole role at busy, read, book or manage. At busy, the words never leave the server
  • Find a time offers the first slot that suits every guest, in each person's own timezone and available hours
  • Repeats, reminders in the app or by email, and video links with the meeting number and passcode kept apart
  • Import an .ics, hand out a subscription link, or follow a Google or Outlook calendar from its address
Mara sees Sam's calendar at
The appointments, read only.
Sam
MonTueWed
10111213141516
Payout review
Call with BrokerHub
Onboarding call
Invitation by mail · Wed 09:30
Questions

Questions about support and mail

No. Set live support to Team only and every ticket goes straight to your team. Assistant first is there when you want it, and whenever the assistant cannot answer, for whatever reason, the ticket goes to your team anyway.

A trader opens a ticket from the support button in their dashboard. When your team replies while they are away, the reply reaches them by mail, and with mail received here on your own domain they can answer it from their own mail program. Mail to your own addresses arrives in the Inbox.

No. Internal notes, priorities, tags, who holds a ticket and the instruction behind an /ai reply are for your team only. The trader sees the replies, the assistant's answers and lines such as a ticket being resolved.

Whoever holds it. When nobody does, the members of its team, and when it has no team either, everyone who may read tickets. A notification that would reach nobody falls through to the next step, so a ticket never waits in silence.

No. The mail client is optional, and without the MX record everything else works as before. When you do move, Import mail brings old mail in from Gmail, Outlook, Apple Mail, Proton or Thunderbird and leaves out what the mailbox already has.

Yes. Point /contact at any web address, such as a help centre you already run, and everybody who opens it goes there. Tickets keep working from the support button in the dashboard, unless you switch live support off.

Works with

Nothing to connect. These parts already share the same traders, accounts and rules.

Your name on the door.
Our engine behind it.

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