White-Label Connect for BPOs, MSPs and Service Providers. One infrastructure, many customer tenants.
If you run customer operations on behalf of other businesses, your constraint is people per account. Connect gives your team one place to work every customer's enquiries, follow-ups and records — with each customer kept a separate tenant, under its own identity, channels and rules. This page separates what you can do today from what needs an enterprise or partner arrangement, because that distinction is the one a provider cannot afford to get wrong.
A separate workspace per customer, isolated by default
Your team works across the customers you are granted access to
What is live today is stated apart from what requires configuration
A partner, the infrastructure, and the customers on it
PartnerYour team, your delivery model, your commercial terms
Connect infrastructureOne product, deployed once, operated by your people
Customer A workspaceOwn identity, own channels, own rules, own records
Customer B workspaceIsolated from A: no shared customers or knowledge
Customer C workspaceDifferent autonomy level, by that customer's decision
Access granted per customerYour operators are members of the workspaces you serve
Work executed in contextEach reply in the right customer's voice and rules
Usage visible per customerPer-workspace records, not one merged ledger
Every step above exists in the product today. What sits beyond it — partner-branded surfaces, provisioning APIs, consolidated reselling — is named separately below rather than implied here.
THE BUSINESS PROBLEM
A service provider's margin is headcount per account.
You win on responsiveness and you are paid on a scope. Both are limited by the same thing: how many accounts one person can hold in their head.
Context switching is the real cost
An operator moving between four customers carries four tones of voice, four price lists and four sets of rules. The mistakes are not laziness; they are the cost of switching.
Errors that land in your customer's customer's inbox.
The smallest accounts are the least served
An account too small to justify a named person gets whatever time is left over, which is usually the end of the day.
Churn concentrated exactly where margin was thinnest.
Coverage promises you cannot staff
Out-of-hours and weekend response is easy to sell and expensive to roster. Most providers cover it with an auto-reply and an apology.
An SLA met on paper and not in the customer's experience.
Handover between your own people
When an operator is off, the account's history lives in their notes and in a shared mailbox nobody has read. The customer re-explains themselves to your business.
Your customer doing your continuity work for you.
This is arithmetic, not management. A provider's obligations scale with accounts; attention does not, and the gap is where accounts are lost.
THE CONNECT WORKFLOW
One infrastructure, worked across the customers you serve.
The chain below is what a provider actually does with Connect today. Every step happens inside one customer's workspace, with your operators as members of it.
01
Partner
Hover, tap or tab any part.
You hold the commercial relationship, the service definition and the standard. Connect is the infrastructure your team delivers it on — it does not sit between you and your customer.
delivery
02
Connect infrastructure
Hover, tap or tab any part.
One deployment, one workflow standard, one place your operators work. Adding a customer is a new workspace on the same standard rather than another tool for your team to learn.
platform
03
Customer tenant
Hover, tap or tab any part.
Each customer is its own workspace: its own mailboxes, numbers, knowledge, pricing, policies, rules and customer records. One customer's data is not reachable from another's, and that is the default rather than a setting.
emailphonewhatsapp
04
Channel configuration
Hover, tap or tab any part.
Each customer connects its own email through the provider's own authorisation, and its own phone or WhatsApp number where used. Your operators configure it with them; the credentials and the identity remain the customer's.
emailphonewhatsapp
05
Managed operations
Hover, tap or tab any part.
Your team works enquiries, qualification, follow-up and support inside each customer's workspace, in that customer's voice and inside the approval rules that customer agreed. Connect drafts and, where permitted, sends; your operator remains the person accountable.
emailphonewhatsapp
06
Approvals and escalation
Hover, tap or tab any part.
Anything a customer has gated — pricing, commitments, claims outside approved knowledge — stops in Needs You inside that customer's workspace, so an approval is answered by whoever that customer said should answer it.
emailphone
07
Usage visibility
Hover, tap or tab any part.
Each workspace records what was handled, what was sent, under which rule and with what evidence. That is the material a service review is built from — read per customer, because that is how the data is held.
reporting
08
Retention
Hover, tap or tab any part.
The relationship history stays on the customer's records rather than in an operator's notes, so an account survives your own staffing changes and a service review has something real to open with.
emailphonewhatsapp
There is no step here that depends on a partner API, a reseller portal or automated tenant provisioning. Those are named in the section below as what they are — configuration and commercial arrangements, not features you can switch on today.
PARTNER · INFRASTRUCTURE · CUSTOMERS
Your customers are tenants, not folders.
One partner, one Connect infrastructure, and a separate workspace per customer. Separation is the default; access is the thing that is granted.
Partner → Connect infrastructure
Your team, working one product across the customers you are a member of. No customer's data is shared with another because they share a provider.
Customer AIts own brand and mailboxes. Your operators are members of it.
Identity
Channels
Knowledge
Pricing
Policies
Rules
Records
Customer BA tighter approval boundary, by that customer's own decision.
Identity
Channels
Knowledge
Pricing
Policies
Rules
Records
Customer COnboarded last month, on the same standard from day one.
Identity
Channels
Knowledge
Pricing
Policies
Rules
Records
Customer DLeaves one day with its own workspace, without touching the others.
Identity
Channels
Knowledge
Pricing
Policies
Rules
Records
A customer's conversations, knowledge, pricing and rules are not reachable from another customer's workspace.
Your operators reach a customer because they were made a member of that workspace — an access decision that is recorded and can be withdrawn.
Each customer keeps its own outbound identity: messages leave as that customer, from mailboxes that customer authorised.
A customer that ends the arrangement disconnects its own workspace; your other customers are unaffected.
Every one of these is how the product behaves today. The partner-level surfaces above them are a separate question, answered immediately below.
AVAILABLE NOW VS REQUIRES CONFIGURATION
What you can run today, and what needs an arrangement first.
A provider builds a service around what actually exists. So this is stated as two lists rather than one paragraph with the word "roadmap" in it.
Available now
Several customer tenants, each a separate workspace with its own customers, channels, knowledge, pricing, policies and rules.
Independent outbound identity per customer: their mailboxes, their signature, their number.
Per-customer channel configuration — email through the provider's own authorisation, with phone and WhatsApp where that customer connects them.
Your operators working across the customers they are members of, with per-workspace roles and access that can be withdrawn.
Per-customer autonomy levels and approval gates, so a cautious customer and a confident one run side by side.
Per-customer records of what was handled and sent, under which rule and with what evidence — the material for a service review.
Requires enterprise or partner configuration
White-label surfaces — your brand on the application, your own domain, your logo in the customer's screens — are an enterprise arrangement, scoped and agreed. They are not a setting you can switch on.
A partner or reseller API, and automated tenant provisioning, are not available as a self-serve capability. Onboarding a customer today is a configured setup, not a call to an endpoint.
Consolidated cross-customer dashboards and one merged usage ledger are not a default view. Usage is held per workspace, and anything across customers is an agreed piece of work.
Partner billing, margin and resale terms are commercial arrangements with JBRH, not product features; the pricing page explains how a quotation is produced.
Nothing here should be read as an existing partner programme with published tiers. If you need one, that is a conversation, and we would rather have it than imply it.
EMAIL · PHONE · WHATSAPP
Every customer keeps the channels its own customers already use.
Nothing is consolidated into a provider mailbox. Connect joins what each of your customers already publishes, as them.
Email
Available now
Each customer connects its own mailboxes under its own domain, with the provider's own authorisation. Replies leave as that customer, and the thread lands on that customer's own records — never in a shared provider inbox.
Separate mailboxes and identities per customer tenant
Replies grounded in the knowledge that customer approved
Drafts held for approval when that customer's rules say so
Send evidence kept for every message that leaves
Phone
Where connected
A customer's own line, answered in its name, with transcript and summary written back to the same record the emails belong to.
Answers inbound calls and places outbound follow-up calls per customer
Interruptible conversation, not a menu tree
Transcript and summary attached to that customer's relationship
Your operator can listen in and take over a live call
WhatsApp
Where connected
A customer's own WhatsApp number, running through the same isolation, rules and approval gate as its email.
Inbound messages land on that customer's records
Replies obey the autonomy policy that customer set
STOP and START are honoured as consent on that route
No scraped WhatsApp Web session anywhere in the product
Which channels are live for a given customer depends on the accounts and provider numbers that customer connects during setup. SMS sending and call recording are carrier-dependent and confirmed per customer, not promised here.
RELATIONSHIP MEMORY
The account history belongs to the account, not to the operator on it.
For a provider, continuity is the service. An account that has to re-explain itself when your rota changes is an account that is already leaving.
What a customer's record holds
IdentityOne end customer of that tenant, and every address, number and handle that reached it
CommercialsThat tenant's agreed terms, open quotes and opportunities
HistoryConversations, calls and work on one timeline, across every channel
FrictionComplaints and disputes, and the resolution each one got
StageWhere the relationship is, from first contact to long-term customer
Next actionThe scheduled obligation, with an owner and a date
An operator going on leave hands over a record, not a memory and a folder of notes.
A new operator on the account inherits the relationship instead of starting it over.
Duplicate contacts created by three channels are merged inside that tenant — and never across two of them.
A service review opens with what was actually handled, because the record was written as the work happened.
RULES · PERMISSIONS · APPROVALS
Your customer sets the boundary. Your team works inside it.
Autonomy is a setting per customer tenant, and the person who sets it is your customer — which is exactly the sentence you want to be able to say to them.
Draft only
Connect prepares everything and sends nothing; your operator reviews and sends. Where almost every managed account should start.
Review and act
Routine replies go out; anything that commits the customer stops in Needs You with the full context attached.
Autonomous within rules
It acts inside the boundary that customer defined, and escalates the moment a request touches the edge of it.
What a managed account typically gates
Pricing, discounts and anything that changes the customer's commercial exposure
Commitments on dates, stock or capacity the customer has not confirmed
Claims outside the knowledge that customer approved
Any first message to a contact the customer has not agreed to approach
Any change to who on your team can reach that workspace
Every action is recorded — what was done, in which customer's workspace, by which operator or under which rule. For a provider, that record is the difference between a service review and an argument.
BEFORE VS WITH CONNECT
The same shift, across four accounts.
Nothing here is a claim about results. It is a description of where the work moves.
An operator covering four accounts
Today
Four inboxes, four tones of voice, four sets of rules held in one head.
With Connect
One place to work, with each account's voice, knowledge and rules already loaded around the conversation.
Out-of-hours cover
Today
An auto-reply, and a promise met the next morning.
With Connect
A real answer inside that customer's rules, with anything consequential queued for a person by name.
Onboarding a new account
Today
A new mailbox, a new spreadsheet and a month of learning the account.
With Connect
A new workspace on the same standard: connect the channels, load their knowledge, set their rules.
An operator leaves
Today
The account knowledge leaves with them, and the customer notices first.
With Connect
The account's history is on its own records, and the next operator inherits it.
The monthly service review
Today
Numbers assembled the week before, from memory and mail search.
With Connect
The record that workspace wrote as the work happened, per customer.
Proving what you did
Today
"We replied on the Tuesday" — and a search to find it.
With Connect
An audit record of what was sent, under which rule, with what evidence.
BUSINESS OUTCOMES
What changes, and how a provider would prove it.
Connect does not come with a number attached. These are the effects to measure against your own baseline on two managed accounts.
More accounts per operator
Context arrives with the conversation instead of being reconstructed, so the limit on accounts per person moves.
How you would measure it: Accounts one operator handles at your current quality bar, before and during the pilot.
A response floor you can sell
First response stops depending on which account the operator happened to be in.
How you would measure it: Median and worst-case first-response time per managed account.
Service reviews from the record
What was handled, sent and escalated is written as the work happens rather than assembled before the meeting.
How you would measure it: Time spent preparing a monthly review, and how much of it is now read rather than compiled.
Continuity through your own rota
Cover, leave and turnover stop being visible to your customer.
How you would measure it: Time for a new operator to reach full handling on an existing account.
Every one of these is measurable from the record Connect writes. If a pilot does not move them on your accounts, that is a finding, and we would rather you found it in four weeks than after you had priced a contract on it.
DEPLOYMENT
Two managed accounts, with their agreement.
A provider pilot has one extra condition the others do not: the customer whose mailbox it is has to say yes, in writing, before anything is connected.
1Day 1
Pick two accounts, and ask them
One high-volume, one long-tail. Their explicit agreement to connect their channels — this is their data, and consent is theirs to give, not yours to assume.
2Day 1
Create a workspace per customer
A separate tenant each, with your operators added as members. Nothing is shared between the two, and nothing is shared with your other accounts.
3Day 1–2
Connect their channels
Each customer's own mailbox through the provider's own authorisation, and their number if they use one. Nothing is scraped and no password is shared with you.
4Day 2–4
Load each account's truth
Their services, terms, tone and the answers your team already sends for them every week. Per customer, never pooled.
5Week 1
Run in draft
Connect prepares every reply and sends none. Your operators review, correct and send — and you see how the week would have been handled at both accounts.
6Week 2–4
Release and review with the customer
Enable sending where the drafts were already right, keeping commitments behind approval, then run the service review off the record rather than off memory.
Existing email continues to work throughout. Connect joins your customer's mailbox; it does not replace it, and your operator can take over any conversation at any moment.
TRUST & LIMITATIONS
What we will stand behind, and what we will not say.
You would be reselling our behaviour to your customers. A supplier that oversells to you now is one that embarrasses you in front of them later.
What holds
Workspace data is isolated per customer tenant: customers, conversations, knowledge, policies and rules do not cross between them.
Access is per workspace and per person, recorded, and revocable — including your own operators'.
Every outbound action leaves an audit record: what was sent, in which workspace, under which rule.
Your customer's mailboxes stay your customer's, connected with their consent through the provider's own authorisation and disconnectable by them.
The Trust Centre documents retention, data rights and security, and applies to every workspace you operate.
What we will not claim
No guaranteed margin, headcount-saving or retention figures. We do not have a benchmark that would honestly apply to your service.
No published partner names, logos or testimonials that we have not earned.
There is no self-serve partner API, reseller portal or automated provisioning today, and this page does not present one as live.
White-labelling is an enterprise arrangement to be scoped and agreed, not a toggle — and not something to put in a proposal before that conversation has happened.
Cross-customer reporting is held per workspace; a single merged view is agreed work, not a default screen.
Connect writes and speaks well; it does not know anything your customer has not given it. Thin knowledge produces thin answers, and your customer will notice before you do.
QUESTIONS
What BPOs, MSPs and service providers ask first.
Can I put my own brand on it?
Not as a setting today. White-label surfaces — your brand, your domain, your logo in the customer's screens — are an enterprise arrangement that is scoped and agreed. We would rather tell you that before you put it in a proposal than after.
Is there a partner API for provisioning customers?
No. Onboarding a customer is a configured setup: a workspace, their channel connections, their knowledge and their rules. If automated provisioning is a requirement for your model, it is a conversation about scope rather than a feature to switch on.
How separate are my customers from each other?
Each is its own workspace. Customers, conversations, knowledge, pricing, policies and rules are not reachable from another customer's workspace, and your operators reach a workspace only by being a member of it. Those memberships are recorded and can be withdrawn.
Whose mailbox is it, mine or my customer's?
Your customer's. Their channels are connected with their consent through the provider's own authorisation, and they can disconnect them. That is deliberate: it is the answer you want to be able to give when they ask what happens if they leave you.
Can I see usage across all my customers in one place?
Usage is held per workspace, which is what keeps the tenants separate. A view across customers is agreed work rather than a screen that exists by default — and any such view is bounded by the access each customer has granted.
What do my operators actually do differently?
They work in one product instead of four mailboxes, with each account's voice, knowledge and rules loaded around the conversation. Connect drafts and, where that customer permits, sends. The operator stays the accountable person, and can take over any conversation mid-thread.
How is it priced for a provider?
There is no public price list and no published partner tier. Commercial terms follow JBRH-approved commercial configurations based on the tenants, channels and volume actually in scope — the pricing page explains what drives the number and how in-policy pricing or owner review is produced.
START HERE
Two managed accounts, four weeks, nothing implied.
A pilot is two of your real accounts, with their agreement, their own channels and their own approval boundaries. You will know inside a week whether the drafts hold at your quality bar — and exactly which partner capabilities are configuration rather than product.
ConnectBY JBRH