Understand workload, service health, and live activity.
Portal operator manual
One workspace.
Every customer moment.
A practical, end-to-end guide for teams using Mitsolab Portal to monitor operations, answer customers, manage relationships, coordinate work, and connect external systems.
Handle every supported channel from one shared inbox.
Keep contacts, pipelines, organizations, notes, and tasks connected.
Run secure API actions without leaving the customer conversation.
01 — Orientation
Your first five minutes
Portal opens only after your account, workspace, project status, and permissions are verified. What you see is tailored to your role.
- 1Sign in with your workspace account
Use the credentials associated with your Mitsolab workspace. If the project is inactive, Portal will show a locked-project screen instead of workspace data.
- 2Confirm your identity and workspace
Open the user menu at the bottom of the sidebar. Check your name, workspace access, and whether you have administrator privileges.
- 3Choose your working area
Dashboard is for monitoring, Inbox is for conversations, CRM is for customer records, and Tasks is for team follow-up.
- 4Start a shift before replying
Human agents should start their shift from the user menu. The Inbox composer is unavailable while the agent is offline.
- 5Set a comfortable view
Use the sidebar theme and scale controls. Portal remembers your display preference in the browser.
Workspace boundary
Portal data is workspace-scoped. A user can only access the workspace and functions authorized for their signed-in account.
03 — Orientation
Roles and access
Portal separates ordinary workspace access, human-agent access, and administrator access. A missing area normally means your account has not been granted that capability.
Coordinate work
- Open permitted workspace areas
- View and manage tasks allowed by task ownership
- Use shared knowledge and permitted actions
Handle customers
- Start shifts and breaks
- Work assigned conversations
- Edit connected customer details
- Add notes and use internal chat
Operate the workspace
- View global and individual dashboards
- Assign or reassign conversations in bulk
- Manage pipelines, stages, knowledge, and tools
- Export protected workspace data
Remember
Permissions are enforced by the backend, not only hidden in the interface. A copied request does not bypass role checks.
04 — Workspace
Dashboard
The Dashboard turns customer activity into an operational view. Administrators can move between the workspace overview, live activity, reports, and individual agent snapshots.
Command center
Review open work, service health, throughput, response and resolution metrics, quality coverage, channel distribution, status distribution, workload signals, and recent trends.
Live dashboard
Track active agents, assigned chats, customer wait signals, alerts, and workspace events. The view refreshes on a short interval and reacts to realtime changes.
Historical insights
Choose a preset or custom date range and timezone. Analyze messages, conversations, engaged customers, repeat behavior, geography, routes, peak hours, weekdays, months, and standout days.
Agent snapshot
Select an agent to inspect personal workload, response quality, resolution performance, activity, and exportable user-level reporting.
How to read the main signals
| Signal | What it tells you | Suggested response |
|---|---|---|
| Waiting on agent | A customer sent the latest message and still needs a human response. | Open the Inbox and prioritize the oldest wait. |
| First response | Time from customer need to the first human reply. | Review staffing, routing, and shift coverage. |
| Resolution time | How long tickets remain open before resolution. | Inspect repeated blockers, ownership, and escalation paths. |
| Reopened tickets | Conversations that needed more work after closure. | Review resolution quality and closing notes. |
| Channel mix | Where customers are contacting the team. | Match staffing and content to channel demand. |
Exports
Historical reports can be downloaded as a styled HTML report or Excel workbook. Administrator exports sanitize spreadsheet cells to reduce formula-injection risk.
05 — Workspace
Inbox
Inbox is the shared operating surface for human conversations. It combines queue management, realtime messages, customer context, notes, assignment, and resolution.
Start and manage your shift
01Start shift
→Open the user menu and select Start Shift. Your status changes to online.
02Take a break
→Use Start Break when temporarily unavailable. End Break to return.
03End shift
Resolve or hand off active work first. Portal can prevent ending a shift with unfinished assignments.
Inbox scopes
| Scope | Contains | Typical use |
|---|---|---|
| Assigned to me | Active chats assigned to your user. | Your daily queue. |
| Assigned | Active chats assigned across the workspace. | Administrator workload review and bulk reassignment. |
| Unassigned | Active chats without an owner. | Manual, fair, or bulk assignment. |
| Resolved | Closed conversations, newest resolution first. | History, notes, and outcome review. |
| Unresolved | Active conversations beyond the applicable reply threshold. | Find stale work that still needs a decision. |
| AI Handled | Conversations managed without a current human handoff. | Review AI activity without claiming the chat. |
Open and work a conversation
- 1Select a conversation
The center column loads the bounded conversation history and any stored attachments. Unread state clears when you open it.
- 2Read the handoff context
Review the subject, summary, source, customer identity, earlier messages, and campaign attribution when available.
- 3Check the customer panel
Use Details for editable contact data, CRM for pipeline membership, Notes for internal context, and Conversations for prior history.
- 4Reply
Send text, use a saved shortcut, insert emoji, generate a draft, or attach a channel-supported file. Outgoing content appears optimistically while delivery completes.
- 5Resolve or reassign
Resolve when the outcome is complete, optionally placing the contact into a pipeline stage and adding card information. Reassign when another teammate should own the conversation.
The composer
Saved shortcuts
Create reusable reply text for the current browser session and insert it into the composer.
Emoji
Insert common emoji without leaving the conversation.
Attachments
Drop or browse for approved files. Local previews appear immediately while upload and delivery continue.
Draft response
Enter optional guidance, generate a suggested response, review it, then accept or cancel before sending.
Reply-window behavior
Free-form Send is disabled outside the supported customer-service window. WhatsApp, Instagram, and Messenger use 24 hours from the latest customer message. LINE uses a conservative seven-day boundary because Portal does not store friendship state. A new customer message reopens the window.
Assignment and bulk operations
Use Assign to in an open chat to change ownership. Administrators can select multiple unassigned chats and distribute them fairly or choose a specific teammate. In the Assigned view, administrators can filter by current owner and bulk reassign work.
Customer context inside Inbox
Identity
Edit name, phone, email, country, gender, age, external ID, tags, organization links, organization role, and supported custom fields.
Pipeline
Review every pipeline membership and add the contact to another pipeline or stage while the conversation is open.
Notes & conversations
Add internal notes, expand earlier conversations, read their notes, and preview historical message threads without leaving Inbox.
Resolution
Click Resolve when no further live handling is required. If pipelines exist, the resolution flow can place the contact into a selected stage and capture configured card fields. Resolution closes the handoff window, records the final message boundary, and moves the chat to Resolved.
06 — Workspace
CRM
CRM turns conversations into durable customer records. Contacts can belong to multiple pipelines and organizations while retaining their notes, activity, fields, and conversation history.
Contacts list
- Search across customer identity and connected information.
- Create a manual contact when the person has not entered through a channel.
- Open a contact drawer for profile, notes, activity, conversations, duplicates, organizations, and pipeline memberships.
- Use bulk selection for supported updates.
- Administrators can export protected contact data to CSV or Excel.
Pipeline boards
- 1Select or create a pipeline
Each pipeline has its own stages, card-field definition, and ordered board.
- 2Configure stages
Create, rename, recolor, reorder, or delete stages. Choose what happens to cards before deleting a populated stage.
- 3Add contacts or notes
Create a card from an existing contact, create a new contact, or add a freeform pipeline note.
- 4Move work visually
Drag cards and notes across stages. Position updates are saved to the workspace.
- 5Filter and export
Filter by country, profile values, stage, or search term. Administrators can export pipeline cards.
Contact record reference
| Area | What you can manage |
|---|---|
| Profile | Name, phone, email, country, gender, age, external identifier, tags, and custom fields. |
| Pipelines | Multiple memberships, current stage, configured card details, and movement history. |
| Organizations | Company or group membership plus the contact’s role or job title. |
| Notes | Timestamped internal context attached to the contact. |
| Activity | Changes and important CRM events. |
| Conversations | Resolved handoff history, messages, and associated conversation notes. |
| Duplicates | Suggestions based on matching identity signals so records can be reviewed. |
Organizations
Create organization records with shared business information, then link contacts with an optional role. Organization detail shows its members and gives the team a second way to understand account relationships.
07 — Workspace
Tasks
Tasks is a lightweight workspace board for accountable follow-up. Work moves through New, Started, and Finished.
New
Captured and waiting to begin.
Started
Actively owned and in progress.
Finished
Completed with an optional finish note.
Create a useful task
- Write a short, outcome-focused title.
- Add enough description that another teammate can continue the work.
- Choose the responsible workspace user.
- Mark priority when the task should remain visually prominent.
- Link one or more CRM contacts to preserve customer context.
Open a card to see full detail or edit permitted fields. Drag a task between lanes for an optimistic update. Moving to Finished prompts for a completion note. Search, priority filtering, and administrator assignee filtering help narrow large boards.
Permissions
Task rows include explicit edit, delete, and move capabilities. The creator, assignee, administrators, and backend policy determine which actions are available.
08 — Team tools
Knowledge Base
The Knowledge Base is a fast workspace drawer for reusable guidance, policies, product facts, and team playbooks.
Search intelligently
Search title, description, and tags. Results are scored so stronger matches appear first.
Stay in context
Open a knowledge card over the current Portal area without losing your working page.
Keep it current
Administrators create, edit, tag, and delete entries. Required titles and bounded content keep cards useful.
Portal caches the current workspace knowledge set in the browser and compares a latest-update marker before downloading changes. This keeps repeated opens fast while still refreshing edited content.
Writing pattern
Use a direct title, one clear procedure or fact per card, and a small set of consistent tags. Put exceptions and escalation rules in the description.
09 — Team tools
Action Tools
Action Tools let authorized team members call an external HTTPS API from Portal. They can combine manual inputs, approved customer context, secret headers, request templates, and mapped responses.
Build an action
| Configuration | Purpose |
|---|---|
| Name & description | Tell agents what the action does and when to use it. |
| Method & endpoint | Choose the HTTP method and a public HTTPS destination. |
| Input fields | Create text, textarea, number, boolean, select, date, or datetime inputs with labels, defaults, and required state. |
| Linked fields | Populate a field from approved contact identity or custom-field context. Linked values can be visible or hidden from the runner. |
| Headers | Add fixed request headers. Mark sensitive values secret so ordinary users do not receive them. |
| Body template | Insert field tokens into a JSON or text request body. |
| Response mappings | Pick response paths and give them readable labels for the result screen. |
| Permissions | Allow administrators, all human agents, or selected user categories. |
Test, run, and review
- 1Test in the editor
Provide mock field values and inspect the response before saving mappings.
- 2Open the runner
Select an available tool. When the tool uses contact-linked fields, choose a contact and Portal loads only the approved mapped context.
- 3Review inputs
Confirm visible values and supply required agent inputs. Test mode is separate from an ordinary run.
- 4Run once
Portal submits the prepared action and shows status, HTTP result, mapped values, and a bounded error when applicable.
- 5Check history
Recent runs show tool, mode, status, timestamp, mapped response, and safe error information.
Network safety
Action Tools allow customizable public HTTPS destinations, but block localhost, private and reserved networks, unsafe redirects, credential-bearing URLs, protected headers, oversized payloads, and excessive response bodies. Requests use authenticated custom authorization.
10 — Team tools
Internal chat
Internal chat provides direct workspace-to-workspace messaging between authorized team members. Open the internal threads list, search for a teammate, create or reopen the peer thread, and send messages from the same Inbox conversation surface.
One peer thread
The same two workspace users reuse their shared thread.
Unread state
Threads track unread counts and can be marked read when opened.
Older messages
Load earlier messages without losing the current reading position.
Task context
Tasks can open an internal conversation to coordinate ownership and completion.
Customer attachments are not available in internal chats. Internal messages are workspace-scoped and cannot be opened by users outside the thread’s participants.
11 — Reference
Channels and message limits
Portal normalizes connected channel names while preserving each provider’s delivery constraints.
| Channel | Free-form reply window | Portal attachment selection |
|---|---|---|
| 24 hours after the latest customer message. Outside the window, use an approved template flow where available. | JPEG, PNG, supported audio/video, PDF, text, Word, Excel, and PowerPoint formats within Portal’s upload limit. | |
| 24 hours for the ordinary response flow used by Portal. | JPEG, PNG, GIF, and MP4. | |
| Messenger | 24 hours for the ordinary response flow used by Portal. | Common image, audio, video, document, text, spreadsheet, presentation, and ZIP formats. |
| Telegram | No Portal reply-window lock. | Media is routed as photo, video, audio, or document according to type. |
| LINE | Portal applies seven days. LINE friends may receive push messages later, but friendship state is not stored in Portal. | JPEG and PNG are sent as native image messages by the current integration. |
| Website | No external provider window. | Attachments are not enabled for website conversations in the current composer. |
Optimistic delivery
Text and attachment messages appear immediately. Local attachment previews stay in place for the current page session; after refresh or reopening, Portal loads the stored attachment through a temporary signed URL.
12 — Reference
Daily workflows
- Sign in and start your shift.
- Review Assigned to me and unread conversations.
- Prioritize customers waiting on an agent.
- Check contact context before replying.
- Use notes for facts teammates need later.
- Confirm the customer’s requested outcome.
- Use an Action Tool if the workflow requires an external system.
- Send the result in clear language.
- Update contact, organization, or pipeline data.
- Resolve the chat and record useful card information.
- Open Dashboard for current health.
- Inspect Unassigned and Unresolved Inbox scopes.
- Use bulk assignment or reassignment to balance load.
- Open Live dashboard for waiting and late-chat alerts.
- Review agent reports before changing staffing or process.
- Open the contact from Inbox or CRM.
- Verify identity, tags, organizations, and duplicates.
- Add the contact to the appropriate pipeline stage.
- Create a linked task with a clear owner.
- Use notes and finish notes to preserve the outcome.
13 — Reference
Preferences and session behavior
| Preference | Behavior |
|---|---|
| Theme | Switches light and dark Portal appearance for your browser. |
| Interface scale | Changes workspace density while respecting mobile layouts. |
| Chat sound | Mutes or enables incoming and outgoing conversation sounds. |
| Inbox column widths | Resizable columns are remembered for the browser. |
| Unread counts | Maintained for the signed-in session and reconciled with realtime events. |
| Saved shortcuts | Stored for the current browser session rather than shared with the workspace. |
| Knowledge cache | Indexed browser cache speeds opening and refreshes after workspace updates. |
Keyboard and accessibility
- Use Tab and Shift+Tab to move through controls.
- Press Enter or Space on focused buttons and menu items.
- Composer direction adapts to left-to-right and right-to-left text.
- Status changes, disabled controls, and loading states include accessible labels.
- This guide supports / to focus search and Escape to close the mobile appendix.
14 — Reference
Troubleshooting
The Send button is disabled.+
Check whether you selected a chat, started your shift, opened a resolved conversation, entered preview mode, or exceeded the channel reply window. Hover or focus the button for the reply-window message.
An attachment is ignored when I select it.+
The file extension and MIME type must be supported by the current channel. Portal silently refuses incompatible channel formats before upload.
An attachment appeared and then says Not sent.+
The local optimistic preview succeeded but authorization, upload, or provider delivery failed. Retry with a supported file and confirm the channel connection is active.
I cannot end my shift.+
Resolve or reassign active work first. Portal prevents shift completion when workspace policy says assigned chats still require ownership.
I cannot see Dashboard reports or export CRM data.+
Those capabilities are administrator-restricted. Ask a workspace administrator to review your user role.
I cannot find a chat in my queue.+
Check the current scope, search term, assignee filter, and whether the chat was reassigned, resolved, or moved to Unresolved. Refresh the work list if a realtime connection was interrupted.
An Action Tool refuses an endpoint.+
The URL must be public HTTPS. Localhost, private or reserved networks, credential-bearing URLs, unsafe redirects, and protected headers are intentionally rejected.
Portal says the project is inactive.+
The workspace project must be active before Portal data is available. Contact the workspace owner or Mitsolab support.
I see “No app access assigned.”+
Your account is valid but lacks permission for the requested workspace areas. An administrator must update your access category or role.
15 — Reference
Glossary
- Action Tool
- A configured, permission-aware outbound HTTPS action.
- AI Handled
- A conversation managed by AI without a current human handoff.
- Contact
- The durable CRM identity connected to conversations and work.
- Conversation note
- Internal context attached to a specific human handoff.
- Handoff
- The period in which an AI or channel conversation is assigned to a human team.
- Organization
- A company or group linked to one or more contacts.
- Pipeline
- An ordered process with stages and contact or note cards.
- Reply window
- The provider-defined period when free-form outbound responses are allowed.
- Resolved
- A closed handoff retained for history, notes, and reporting.
- Unresolved
- An active conversation older than its configured follow-up threshold.
- Workspace
- The security and data boundary shared by a Mitsolab team.
- Workspace user category
- A role grouping that can be used for permissions such as Action Tool access.
Ready to work
Put the guide into practice.
Open Portal, start your shift, and keep the customer record connected to every conversation and follow-up.