# Module 9: Notifications

	Module 9: Notifications
	Alerts, emails, push notifications
	Should Have
	

 
4.2 Module 1: Web Chat Widget
The web chat widget is the primary customer-facing interface, providing an embeddable chat experience that integrates seamlessly with any website.
4.2.1 Core Features
•           Lightweight, asynchronous loading (<50KB initial payload)
•           Customizable appearance (colors, position, branding)
•           Responsive design for desktop and mobile
•           Real-time messaging via WebSocket
•           Typing indicators and read receipts
•           Quick reply buttons for common actions
•           File attachment support
•           Conversation history persistence
4.2.2 Technical Specifications
Specification
	Requirement
	Initial Load Time
	<1 second
	Bundle Size
	<50KB gzipped
	Browser Support
	Chrome 70+, Firefox 65+, Safari 12+, Edge 79+
	Mobile Support
	iOS Safari, Android Chrome
	Accessibility
	WCAG 2.1 AA compliant
	Security
	HTTPS only, XSS prevention, CSP compatible
	4.2.3 Integration Options
•           JavaScript embed code (single line)
•           NPM package for framework integration
•           REST API for custom implementations
•           JavaScript SDK with 9 public methods


 
4.3 Module 2: AI Engine
The AI Engine is the intelligent core of the platform, responsible for understanding customer intent, extracting relevant information, and generating appropriate responses.
4.3.1 Core Capabilities
•           Intent recognition with confidence scoring
•           Entity extraction (dates, numbers, emails, custom entities)
•           Context-aware response generation
•           Knowledge base integration
•           Multi-turn conversation handling
•           Sentiment analysis for escalation
4.3.2 Default Intents
Intent
	Description
	Example Phrases
	greeting
	Welcome messages
	Hi, Hello, Good morning
	order_status
	Order tracking
	Where is my order?, Track package
	refund_request
	Return/refund inquiries
	I want a refund, Return policy
	shipping_info
	Delivery questions
	Shipping cost, Delivery time
	account_help
	Account management
	Reset password, Update email
	pricing
	Cost inquiries
	How much does it cost?, Pricing
	contact_human
	Escalation request
	Talk to human, Real person
	goodbye
	Conversation end
	Thanks, Bye, That's all
	fallback
	Unknown queries
	Catch-all for unrecognized input
	4.3.3 Confidence Thresholds
Level
	Confidence
	Action
	High
	≥80%
	Respond directly with matched intent
	Medium
	70-79%
	Respond with clarification option
	Low
	50-69%
	Offer options or escalate after retry
	Very Low
	<50%
	Immediate escalation to human
	

 
4.4 Module 3: Human Handoff
The Human Handoff module manages the seamless transition from AI to human agents when automation cannot fully resolve customer needs.
4.4.1 Escalation Triggers
Trigger Type
	Condition
	Priority
	Low Confidence
	AI confidence <50% on initial response
	High
	Repeated Low Confidence
	Confidence 50-69% twice in a row
	High
	User Request
	Customer asks for human agent
	Critical
	Consecutive Fallbacks
	3 fallback responses in a row
	High
	Negative Sentiment
	Frustration or anger detected
	Critical
	Complex Query
	Multiple intents detected
	Medium
	Sensitive Topic
	Billing disputes, complaints
	High
	4.4.2 Queue Management
•           FIFO queue with priority override
•           Real-time wait time estimation
•           SLA monitoring and alerts
•           Automatic load balancing across agents
•           Business hours awareness
•           Offline message handling
4.4.3 Context Preservation
•           Full conversation history transfer
•           AI-generated conversation summary
•           Detected intent and entities
•           Customer information and history
•           Suggested responses for agent


 
4.5 Module 4: Agent Interface
The Agent Interface provides support agents with a powerful workspace to handle customer conversations efficiently.
4.5.1 Core Features
•           Unified inbox for all assigned conversations
•           Real-time message updates via WebSocket
•           Customer information panel with history
•           AI context and suggested responses
•           Canned response library
•           Internal notes (agent-only)
•           Conversation transfer capabilities
•           Multi-conversation handling (up to 5 concurrent)
4.5.2 Agent Actions
Action
	Description
	Reply
	Send message to customer
	Add Note
	Add internal note (not visible to customer)
	Transfer
	Transfer to another agent or team
	Resolve
	Mark conversation as resolved with summary
	Tag
	Add tags for categorization
	Snooze
	Temporarily hide conversation
	4.5.3 Agent Status
Status
	Description
	Receives Work
	Online
	Available for new conversations
	Yes
	Busy
	At maximum capacity
	No
	Away
	Temporarily unavailable
	No
	Offline
	Not working
	No
	

 
4.6 Module 5: Admin Dashboard
The Admin Dashboard provides comprehensive visibility into support operations with real-time analytics and management capabilities.
4.6.1 Dashboard Metrics
Metric
	Description
	Update Frequency
	Active Conversations
	Currently open conversations
	Real-time
	Resolved Today
	Conversations closed today
	Real-time
	AI Automation Rate
	% handled by AI without human
	5 minutes
	Avg Response Time
	Time to first response
	5 minutes
	Queue Length
	Customers waiting for agent
	Real-time
	CSAT Score
	Customer satisfaction rating
	Daily
	Agent Utilization
	Active time / Available time
	Hourly
	4.6.2 Reporting Features
•           Customizable date range filtering (Today, 7 days, 30 days, Custom)
•           Conversation volume trends
•           Status distribution analysis
•           Channel performance comparison
•           Agent performance leaderboard
•           AI intent accuracy reports
•           Export capabilities (CSV, PDF, Excel)
4.6.3 Management Functions
•           View and manage all conversations
•           Assign escalated conversations to agents
•           Monitor agent status in real-time
•           Configure system settings
•           Access audit logs


 
4.7 Module 6: Knowledge Base
The Knowledge Base serves as the central repository for information that powers AI responses and agent assistance.
4.7.1 Article Management
•           Rich text editor with formatting options
•           Category and tag organization
•           Version history and rollback
•           Draft and published states
•           Search engine optimization
•           Article performance analytics
4.7.2 AI Integration
•           Automatic article indexing for AI retrieval
•           Semantic search for relevant content
•           Article suggestion during conversations
•           Training data extraction
4.7.3 Article Structure
Field
	Type
	Required
	Title
	Text (max 200 chars)
	Yes
	Content
	Rich text
	Yes
	Category
	Select from list
	Yes
	Tags
	Multi-select
	No
	Status
	Draft/Published
	Yes
	Visibility
	Public/Internal
	Yes
	

 
4.8 Module 7: AI Configuration
AI Configuration enables administrators to customize the AI behavior without requiring technical expertise.
4.8.1 Intent Management
•           Create, edit, and delete custom intents
•           Add training phrases for each intent
•           Configure response templates with variables
•           Set confidence thresholds per intent
•           Test intents with the built-in console
4.8.2 Entity Management
•           Configure custom entity types
•           Define extraction patterns
•           Set validation rules
4.9 Module 8: User Management
•           Create and manage user accounts
•           Assign roles (Admin, Supervisor, Agent)
•           Organize users into teams
•           Configure permissions per role
•           Track user activity and audit logs
4.10 Module 9: Notifications
•           In-app notifications for agents and admins
•           Browser push notifications
•           Email notifications for important events
•           Configurable notification preferences
•           Queue alerts and SLA warnings


 
5. Data Architecture
5.1 Core Entities
Entity
	Description
	Key Fields
	User
	System users (agents, admins)
	id, email, role, status, team_id
	Customer
	End customers
	id, email, name, external_id, metadata
	Conversation
	Support conversations
	id, customer_id, status, channel, assigned_to
	Message
	Individual messages
	id, conversation_id, sender_type, content, timestamp
	Article
	Knowledge base articles
	id, title, content, category_id, status
	Intent
	AI intents
	id, name, description, is_active
	TrainingPhrase
	Intent training data
	id, intent_id, phrase
	IntentResponse
	Response templates
	id, intent_id, response_text, variables
	5.2 Entity Relationships
•           User → Team (many-to-one)
•           Conversation → Customer (many-to-one)
•           Conversation → User/assigned_to (many-to-one)
•           Message → Conversation (many-to-one)
•           Article → Category (many-to-one)
•           TrainingPhrase → Intent (many-to-one)
•           IntentResponse → Intent (many-to-one)
5.3 Data Retention
Data Type
	Retention Period
	Notes
	Conversation Messages
	2 years
	Configurable per compliance requirements
	Audit Logs
	5 years
	Immutable, no deletion
	Analytics Data
	1 year (detailed)
	Aggregated data kept longer
	Session Data
	30 days
	Automatic cleanup
	Knowledge Base
	Indefinite
	Version history maintained
	

 
6. Integration Points
6.1 External Integrations
Integration
	Purpose
	Protocol
	OpenAI/Anthropic
	LLM for NLU and response generation
	REST API
	SMTP Server
	Email notifications
	SMTP
	OAuth Providers
	SSO authentication
	OAuth 2.0
	Webhook Endpoints
	Event notifications to external systems
	HTTP POST
	CRM Systems
	Customer data sync (future)
	REST API
	6.2 API Endpoints
The platform exposes a comprehensive REST API for custom integrations.
6.2.1 Public API Categories
•           Authentication: /api/auth/* (login, logout, refresh)
•           Conversations: /api/conversations/* (CRUD, messages)
•           Customers: /api/customers/* (CRUD, lookup)
•           Knowledge Base: /api/articles/* (CRUD, search)
•           Analytics: /api/stats/* (metrics, reports)
•           Webhooks: /api/webhooks/* (subscribe, manage)
6.2.2 WebSocket Events
Event
	Direction
	Description
	message:new
	Bidirectional
	New message in conversation
	conversation:assigned
	Server → Client
	Conversation assigned to agent
	conversation:resolved
	Server → Client
	Conversation resolved
	typing:start
	Bidirectional
	User started typing
	typing:stop
	Bidirectional
	User stopped typing
	agent:status
	Server → Client
	Agent status change
	

 
7. User Roles & Permissions
7.1 Role Definitions
Role
	Description
	Typical Users
	Administrator
	Full system access, configuration
	IT Admin, Support Manager
	Supervisor
	Team oversight, reporting
	Team Lead, QA Manager
	Agent
	Handle customer conversations
	Support Agent, CSR
	7.2 Permission Matrix
Feature
	Admin
	Supervisor
	Agent
	Dashboard - Full
	✓
	✓
	Personal only
	Conversations - All
	✓
	✓
	Assigned only
	Knowledge Base - Edit
	✓
	✓
	View only
	AI Configuration
	✓
	View only
	No access
	User Management
	✓
	View team
	No access
	System Settings
	✓
	Limited
	Personal only
	Audit Logs
	✓
	Team only
	No access
	

 
8. Workflow Diagrams
8.1 Customer Message Flow
1. Customer sends message via widget
2. Message received by API Gateway
3. If new conversation → Create conversation record
4. Route message to AI Engine
5. AI Engine processes: Intent → Entities → Confidence
6. If confidence ≥ 70% → Generate response from template
7. If confidence < 70% or escalation trigger → Route to Human Handoff
8. Response sent back to customer via WebSocket
8.2 Human Escalation Flow
1. Escalation triggered (low confidence, user request, etc.)
2. AI sends pre-escalation message to customer
3. Conversation added to escalation queue with priority
4. Available agents notified via all channels
5. Agent claims or is assigned the conversation
6. AI context summary provided to agent
7. Agent handles conversation with AI assistance
8. Agent resolves and closes conversation
9. CSAT survey sent to customer
8.3 Conversation Resolution Flow
1. Agent clicks 'Resolve' button
2. Agent selects resolution type (Resolved/Closed/Spam)
3. Agent adds optional resolution note
4. System sends closing message to customer
5. CSAT survey triggered (if enabled)
6. Conversation status updated to 'Resolved'
7. Metrics updated (handle time, resolution count)
8. Conversation archived for reporting


 
9. Non-Functional Requirements
9.1 Performance Requirements
Metric
	Requirement
	Measurement Method
	API Response Time
	<200ms (95th percentile)
	APM monitoring
	Widget Load Time
	<1 second
	Lighthouse score
	AI Processing Time
	<2 seconds
	Request logging
	WebSocket Latency
	<100ms
	Ping monitoring
	Dashboard Load
	<3 seconds
	Browser metrics
	Search Results
	<1 second
	Query logging
	Concurrent Users
	10,000+ simultaneous
	Load testing
	9.2 Availability & Reliability
•           System Uptime: 99.5% SLA
•           Disaster Recovery: RPO 1 hour, RTO 4 hours
•           Automated failover for critical services
•           Geographic redundancy for database
•           Graceful degradation during AI service outages
9.3 Security Requirements
•           All data encrypted in transit (TLS 1.3)
•           All data encrypted at rest (AES-256)
•           JWT-based authentication with refresh tokens
•           Role-based access control (RBAC)
•           SQL injection and XSS prevention
•           Rate limiting on all endpoints
•           Audit logging for all administrative actions
•           GDPR and CCPA compliance
9.4 Scalability
•           Horizontal scaling via container orchestration
•           Auto-scaling based on load metrics
•           Database read replicas for query distribution
•           CDN for static asset delivery
•           Message queue for async processing


 
10. Implementation Roadmap
10.1 MVP Phase (Weeks 1-12)
Phase
	Weeks
	Deliverables
	Foundation
	1-3
	Architecture setup, database schema, authentication
	Core Modules
	4-7
	Chat widget, AI engine basics, human handoff
	Agent Tools
	8-10
	Agent interface, basic dashboard
	Integration
	11-12
	Testing, bug fixes, deployment
	10.2 MVP Scope
Included
•           Web chat channel only
•           Basic AI with 10-15 intents
•           Human escalation and routing
•           Agent conversation handling
•           Simple analytics dashboard
•           Basic knowledge base
Excluded from MVP
•           Multi-channel support (email, WhatsApp, SMS)
•           Advanced analytics and reporting
•           Workflow automation
•           Custom integrations
•           Mobile applications
10.3 Post-MVP Phases
Phase
	Timeline
	Features
	Phase 2
	Months 4-6
	Email channel, advanced analytics, API v2
	Phase 3
	Months 7-9
	WhatsApp/SMS, workflow automation, integrations
	Phase 4
	Months 10-12
	Mobile apps, advanced AI, enterprise features
	

 
11. Success Metrics
11.1 Key Performance Indicators
KPI
	Target
	Measurement
	AI Resolution Rate
	>50% (MVP), >70% (Year 1)
	Conversations resolved by AI / Total conversations
	First Response Time
	<30 seconds
	Avg time from customer message to response
	Customer Satisfaction
	>4.0/5 (MVP), >4.5/5 (Year 1)
	Post-conversation CSAT surveys
	System Uptime
	>99.5%
	Monitoring and incident tracking
	Agent Utilization
	>75%
	Active time / Available time
	Escalation Rate
	<30%
	Escalated / Total conversations
	Average Handle Time
	<5 minutes
	Time from escalation to resolution
	11.2 Business Impact Metrics
•           Cost per conversation reduction: Target 40-60%
•           Support capacity increase: Target 3x without headcount
•           Customer retention improvement: Target +5%
•           Agent satisfaction score: Target >4.0/5
11.3 Monitoring & Reporting
•           Real-time dashboard for operational metrics
•           Daily automated reports via email
•           Weekly trend analysis
•           Monthly business review package
•           Quarterly strategic assessment


 
12. Appendices
12.1 Glossary
Term
	Definition
	CSAT
	Customer Satisfaction Score (typically 1-5 scale)
	Intent
	The purpose or goal behind a customer's message
	Entity
	Specific data extracted from a message (dates, numbers, etc.)
	Escalation
	Transfer of conversation from AI to human agent
	NLU
	Natural Language Understanding
	NLG
	Natural Language Generation
	SLA
	Service Level Agreement
	FIFO
	First In, First Out (queue ordering)
	12.2 Reference Documents
•           MVP Requirements Document (MVP_Requirements.md)
•           Developer Technical Specifications (MVP_Developer_Requirements.md)
•           Functional Requirements Document (MVP_Functional_Requirements.md)
•           Module 1: Web Chat Widget Requirements
•           Module 2: AI Engine Requirements
•           Module 3: Human Handoff Requirements
•           Module 4: Agent Interface Requirements
•           Module 5: Admin Dashboard Requirements
•           Interactive Screen Mockups (HTML files)
12.3 Document Control
Version
	Date
	Author
	Changes
	1.0
	January 2025
	Product Team
	Initial release
	 
— End of Document —


