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💬 TechLabs Support Portal — Complete Master Guide

Welcome to the TechLabs Support Portal (https://support.tech-labs.me). This guide explains every single tab, button, and feature in the application in simple, step-by-step terms.

🏁 The 4 Core Onboarding Cards (On Your Dashboard)

When you first log in, you will see 4 main setup cards on your dashboard:

┌─────────────────────────────┬─────────────────────────────┐
│  1. All Conversations       │  2. Invite Team Members     │
│  Connect your website/email │  Add agents & teammates     │
├─────────────────────────────┼─────────────────────────────┤
│  3. Create Canned Responses │  4. Organize with Labels    │
│  Fast '/' shortcut replies  │  Tag chats (#sales, #vip)   │
└─────────────────────────────┴─────────────────────────────┘

1. 📥 All Conversations in One Place (Create an Inbox)

  • What it is: A central inbox that collects messages from your website live chat, emails, WhatsApp, and social channels.
  • Why you need it: Instead of checking 5 different apps, every customer message lands in one screen.
  • How to set it up: Go to Settings → Inboxes → Add Inbox.

2. 👥 Invite Your Team Members (Add Agents)

  • What it is: Add your staff members so they can answer customer messages with you.
  • Why you need it: You can assign specific customer chats to specific teammates (e.g. assign pricing questions to Sales, technical issues to Support).
  • How to set it up: Go to Settings → Agents → Add Agent → Enter their Email & Role.

3. ⚡ Create Canned Responses (Quick Reply Templates)

  • What it is: Pre-written templates for answers you type all the time (like "Hello! How can I help you today?" or business hours).
  • Why you need it: Saves hours of re-typing. In any chat, type / followed by a shortcut name (e.g. /greet) to instantly insert the full answer!
  • How to set it up: Go to Settings → Canned Responses → Add Canned Response.

4. 🏷️ Organize Conversations with Labels (Tags)

  • What it is: Color-coded tags (like #sales, #billing, #vip, #urgent, #bug) attached to conversations.
  • Why you need it: Lets you filter and find specific tickets instantly (e.g. "Show me all #vip customer questions").
  • How to set it up: Go to Settings → Labels → Add Label.

📌 Complete Tab-by-Tab Feature Reference

Below is the complete walkthrough of every tab in your left navigation menu:

1. 📬 Conversations Tab

This is your main inbox where you read and reply to customers.

Key Features:

  • All — Shows every open and past conversation across all channels.
  • Unassigned — New incoming messages waiting for an agent to pick up.
  • Mine — Messages assigned specifically to you.
  • Statuses:
  • 🟢 Open — Active tickets needing attention.
  • 🟡 Snoozed — Temporarily hidden until the customer replies or a timer expires.
  • 🔴 Resolved — Finished tickets archived cleanly.
  • Replying Options:
  • Reply (Public) — Sends the message directly to the customer.
  • Private Note (Internal) — Add internal notes for your team that the customer cannot see (use @name to mention a teammate).
  • Insert Canned Response — Type / to insert pre-saved answers.

2. 👥 Contacts Tab

Your complete customer directory and address book.

Key Features:

  • Contact Directory — Lists every customer's Name, Email, Phone Number, and Company.
  • Conversation History — Click any contact to view every past chat and ticket they ever submitted.
  • Custom Attributes — Store extra client data (e.g. Company Size, VIP Status, Account Manager).
  • Merge Contacts — If a customer messages from both email and live chat, click Merge to combine them into one profile.
  • Automatic CRM Sync — All contacts automatically sync to TechLabs CRM (crm.tech-labs.me).

3. 📊 Reports & Analytics Tab

Real-time analytics tracking your team's support speed and performance.

Sub-Reports:

  1. Overview — Total incoming conversations, resolution rates, and busy hours.
  2. First Response Time — Measures how many minutes it takes your team to send the first answer.
  3. Agent Performance — Displays how many tickets each staff member resolved.
  4. Inboxes Report — Compares performance across Website Chat vs Email vs WhatsApp.
  5. Labels Metrics — Shows which topics are trending (e.g. how many #billing vs #sales questions arrived this week).
  6. CSAT Ratings — Customer satisfaction survey scores (1 to 5 stars) submitted after tickets are resolved.

4. ⚙️ Settings Directory (All Configuration Sub-Tabs)

Click Settings at the bottom of the left menu to configure your system:

Settings Sub-Tab What It Does Simple 1-Sentence Guide
🌐 Inboxes Channels Connect live website chat, email, or social messaging.
🏷️ Labels Tagging Create color-coded tags (#sales, #urgent, #vip).
⚡ Canned Responses Quick Replies Save reusable templates triggered by /shortcut.
📋 Custom Attributes Extra Data Add custom data fields to contacts (e.g. Account Tier).
👥 Agents Staff Access Invite staff members and choose Administrator vs Agent roles.
🏢 Teams Department Groups Group agents into departments (e.g. Sales Team, Support Team).
⚡ Automation Rules Auto-Triggers Set IF-THEN rules (e.g. "IF message contains 'price', THEN tag as #sales").
🪄 Macros 1-Click Actions Create multi-action buttons (e.g. "Click 1 button to tag as #resolved & send thank-you").
🔗 Integrations & Webhooks CRM Sync Syncs data directly with TechLabs CRM (https://hub.tech-labs.me/api/inbox/webhook).

💾 Database Safety & CRM Pipeline Confirmation

[!IMPORTANT] Data Security & Integration Summary: - All chats, notes, tickets, and customer records are 100% persisted and saved to our dedicated PostgreSQL database container (pgvector/pgvector:pg15). - Data volume chatwoot_db_data ensures zero data loss during server reboots. - Webhook endpoint https://hub.tech-labs.me/api/inbox/webhook automatically feeds every contact into TechLabs CRM (crm.tech-labs.me).