Jali staff console
Every urgent safety case (L3 and L4) needs a call. Log each attempt; after "no answer" Jali reminds on-call in 15 minutes, and after 3 tries the customer gets a message. Not acknowledged within 15 minutes, the backup contacts are alerted. Close a case only when it is safe to.
Live health checks (on-call is alerted when one fails, at most hourly), messages that failed three times (retry once the cause is fixed), and failed sends in the last 24 hours.
After confirming who is asking (through the complaint), export everything Jali holds for a number, or remove its message text. Both are recorded in the audit trail.
Changes apply within a minute, without a release. Every change is kept with who and why; any earlier value can be put back.
Fixed messages customers receive. Write a new version and submit it; someone else approves it (the clinical lead for clinical texts) and it is used within a minute. Keep the {placeholders}. A published text is due for review after a year.
Campaigns
How a campaign runs
- Create who it is for, what they get, and the word they reply with. It gets an ID.
- Test end to end with a subscriber, a non-subscriber and an ineligible number; write what each got.
- Go live, then send it from AfyaCall's campaign system, leaving out the opt-out list. Replies come to 15723.
- Replies are counted: any message starting with the reply word is linked to the campaign, and Jali answers it as usual.
A random sample of this week's conversations. Mark each good, or describe the issue (with the story ID if you know it): issues go to the improvement backlog below, with an owner and a date, until a fix is verified.
Counted from what Jali recorded as it happened, so every figure can be traced to its messages and cases. Subscriptions started outside Jali and AfyaCall's daily charges are not in these numbers. Segment definitions are a proposal until decision D15.
Visits to afyacall.co.tz from the site's own beacon. Times are East Africa time. The town is approximate, from the IP address. Details are kept for the days set in Settings; daily totals are kept always.
People at each stage, per site and channel: visit → chat or form → request → payment started → paid → connected → completed. A person is her phone number when known, else her browser. Times are East Africa time. Kept for the days set in Settings; daily totals always.
Approved sources only (decision D24). Each is fetched on its cadence, obeying the site's robots.txt. What it brings in waits here: customers see a facility only after you verify it, and a verified one that changes at its source comes back here and is hidden until checked again. A likely duplicate of a facility already listed stays hidden unless you say it is not one.
Add a source
Add a specialist
Who viewed or changed what, newest first.
Complaints, disputed charges and data requests from customers, and system faults Jali could not finish. Take one, put it right, then close it with the outcome: the customer is told on their own channel. Past its due time a complaint goes to on-call.
Add a provider's other phones, for example a feature phone for SMS and a smartphone for WhatsApp. They can log in and answer from any of them; Jali answers on the phone they used last (highlighted). Main numbers come from the voice system.