Features of the Smart Support System – SupportAI

1. Omnichannel Support

• Live Chat (Website): A fully integrated and activated chat channel, easily embeddable on any website. Fully Activated
• WhatsApp (via whatsapp-web.js): Direct and powerful integration with the popular WhatsApp platform, expandable to accommodate additional features. Integrated & Expandable
• Telegram (Optional): A ready-to-add option for future expansion of support channels. Add-on Available

2. Comprehensive Conversation Management

• Status View: A dashboard allowing viewing all conversations filtered by their status (ongoing, pending, closed) for easy follow-up.
• Staff Assignment: A flexible system for assigning conversations to specific staff members to ensure efficiency and organized workflow.
• Automatic Archiving: Archiving old conversations to streamline the dashboard while retaining a complete record for reference.
• Instant Updates: Automatic real-time updates for conversations and messages, eliminating the need for manual page refreshes.
• Advanced Filtering: Filtering capabilities for conversations by channel, assigned staff, or conversation status for quick information access.

3. Smart & Enhanced Messaging System

• Text Support: Seamless sending and receiving of text messages.
• Media Support: Ability to send and receive files and images via WhatsApp and Live Chat channels.
• Automatic Saving: All messages are automatically saved in the database to ensure no data loss.
• Reply to Message: Feature to reply to a specific message to improve conversation context and organization.
• Smart Translation: Support for automatic message translation using OpenAI's power (optional feature).

4. AI Integration

• Automatic Translation: Instant translation of incoming and outgoing messages based on the staff's preferred language, breaking language barriers.
• Translation Styles: Support for three different translation tones: friendly, formal, and normal to suit the conversation's nature.
• Full Control: Ability to completely disable smart translation from the dashboard for flexibility.
• Sentiment Analysis: Scalability to support sentiment analysis to assess customer satisfaction. Activated

5. Staff & Admin Management

• Secure Login: A protected login system using JSON Web Tokens (JWT) technology for security.
• Multiple Permissions: Clear role structuring between "Admin" and "Support Agent" with distinct permissions for each role.
• Language Preferences: Ability to set preferred language for each staff member to customize the user experience.
• Conversation Visibility: Admins have full visibility of all conversations, while agents only see conversations assigned to them.

6. Advanced Settings & Full Control

• Centralized Management: All system settings are controllable and modifiable through a database-connected dashboard.
• Working Hours: Define official working hours to enable automatic replies outside these times.
• Automatic Replies: Ability to send automatic messages (like email or instant chat reply) outside working hours.
• Feature Enable/Disable: Precise control to enable or disable each feature individually (translation, channels, prepared replies, etc.).

7. User-Friendly Interfaces

• Fast Dashboard: A dashboard built with Tailwind CSS, ensuring simple design and fast performance.
• Embedded Live Chat: A Live Chat interface easily embeddable on client websites, with a sleek and modern design.
• Automatic Updates: All interfaces feature automatic content updates, eliminating the need for manual page refreshes.
• Responsive Design: Fully responsive design ensuring a smooth experience on all devices (mobile, tablet, desktop).

8. Deployment & Licensing System

• Easy Installation Page: Includes a dedicated `install.php` page for configuring the database and setting up the system for the first time.
• Secure Licensing: The system supports an activation code (License Key) linked to a specific license to ensure legal distribution.
• Single Installation: Designed for installation on only one website per license.
• Automatic Initialization: The system automatically initializes database tables and registers the first admin account upon installation.

9. Privacy & Security

• Password Encryption: Staff passwords are encrypted using `password_hash` for maximum security.
• Access Tokens (JWT): JSON Web Tokens (JWT) are used for each staff member to secure API access.
• API Protection: All APIs are protected by permission and token verification to ensure data security.
• Account Management: Ability to define staff account status (active / inactive) to control access.

10. Future Ready

• Automated Reply Bot: Ability to easily connect an automated reply bot (Chatbot) to handle frequent inquiries. Activated
• Statistics & Analytics: Development of detailed statistics on staff performance and conversation volumes to evaluate performance. In Development
• Enhanced Notifications: Adding sound alerts or visual notifications upon arrival of new messages. In Development
• Additional Channels: Future plans to support Telegram and Facebook Messenger integration. In Development
• System Integrations: Ability to integrate with Google Sheets, Zoho, and other CRM systems for customer data management. In Development

Technologies Used