Mitsolab Portal Guide

Sign in or create your Portal account

Open portal.mitsolab.com. Sign in with the email address connected to your Portal access. If you are creating an account, enter your name, email address, and a password of at least eight characters, then complete the email verification step shown on screen.

Use Forgot password when you cannot sign in with an existing account. Portal sends a verification code before allowing you to choose a new password.

Accept a workspace invitation

1. 1
   Open the workspace chooser.

   After signing in, switch from Workspaces to Invitations.

2. 2
   Review the invitation.

   Confirm the workspace name and the access being offered.

3. 3
   Accept or decline.

   Accept to add the workspace to your list. Decline only when you are certain you do not need the invitation.

4. 4
   Open the workspace.

   Return to Workspaces and select the newly available workspace.

Choose and switch workspaces

The workspace chooser lists every Portal workspace available to your account. Each row identifies your relationship as Administrator, Agent, Member, or Inactive. Select a workspace to open it.

To change workspaces later, select the workspace name in the Portal header. Finish or hand off active work before switching when another teammate depends on your current assignment.

When a workspace is inactive

An inactive workspace opens with a locked message instead of operational data. This normally means the Portal subscription or workspace project is not currently active. Contact a workspace administrator to review the workspace status. Changing accounts or repeatedly refreshing will not reactivate it.

If a workspace disappears from your list, your access may have been removed or the invitation may no longer be valid. Ask the workspace administrator to confirm your membership.

Portal applications

An area that is not available to your role does not appear in the application rail. Ask an administrator when your responsibilities require additional access.

The global header

• Workspace name: shows where you are working and opens the workspace chooser.
• Page name: confirms the active Portal area.
• Guide: opens this manual in a separate tab.
• Appearance: opens color palette and background pattern choices.
• Scale: changes the interface size for your current browser.
• User menu: shows your identity, category, shift controls, and Log out.

Knowledge Base and Action Tools

The Knowledge Base and Action Tools buttons sit below the main application buttons. They open as floating work panels so you can consult information or complete an approved action without leaving the conversation, email, CRM record, or task you are viewing.

Close a panel with its close button when you need the full workspace again. Opening a panel does not discard the page underneath it.

Theme, patterns, and scale

Choose a color palette from the Appearance menu. Portal includes light, dark, high-contrast, and color-vision-friendly options. The Patterns tab changes the workspace background treatment without changing your data.

Use Scale to make the interface denser or larger. These are personal display preferences for the browser you are using; they do not change how Portal looks for teammates.

Portal access levels

A person can be both a Human Agent and an administrator. Their available controls reflect the combined responsibilities assigned by the workspace.

Agent categories

Human Agents may belong to a category such as Sales, Billing, or Support. Categories help the workspace route conversations and email to the right group. They can also determine which shared tools are relevant to an agent.

Your current category appears in the user menu when one is assigned. If work is reaching the wrong group, ask an administrator to review the category and routing in Console.

When a page or control is missing

1. 1
   Confirm the workspace.

   Access can differ between workspaces.

2. 2
   Confirm your role.

   Open the user menu and check whether you are working as a Human Agent or administrator.

3. 3
   Reload after an access change.

   Sign out and back in if an administrator has just changed your membership.

4. 4
   Ask the administrator.

   Describe the work you need to perform rather than asking for unrestricted access.

Dashboard sections

Read the global overview

Start with open work, unassigned conversations, customer waiting time, response and resolution measures, current throughput, and channel distribution. Use these together: a single number rarely explains the cause of a change.

1. 1
   Look for immediate risk.

   Check unassigned work, customers waiting on an agent, and unusually old open conversations.

2. 2
   Compare workload and coverage.

   Review active agents and the distribution of assigned work.

3. 3
   Open the relevant area.

   Move to Inbox or Email when a metric points to a queue that needs action.

4. 4
   Use Reports for context.

   Compare the current situation with a meaningful previous period before changing staffing or process.

Use the Live dashboard

The Live dashboard presents active agents, open conversations, waiting customers, attention alerts, and recent workspace activity. Select an agent to narrow the view. Open a conversation preview to understand its context before deciding whether to reassign or intervene.

Use Refresh when you need an immediate update. The view also refreshes while it remains open.

Generate and export reports

Choose a preset or custom date range and the timezone that should define the reporting day. Reports cover volume, conversations, customers, response behavior, resolution, repeat activity, channels, geography, busy hours, weekdays, and notable dates.

Use the agent selector to review a specific person. Export options can create an HTML report or Excel workbook for authorized operational use. Treat exported customer and agent information according to your organization’s data policy.

Start and manage your shift

Human Agents must be on shift before replying to customer conversations. Open the user menu and select Start Shift. Use Take Break when temporarily unavailable, then end the break when you return.

Before ending your shift, resolve completed work or reassign anything another person must continue. Portal may prevent the shift from ending while active assignments still require attention.

Choose an Inbox scope

Use search to find a customer, subject, or known phrase. Inbox retains the active scope as you move between conversations.

Open and work a conversation

1. 1
   Select the conversation.

   Read the latest customer message, earlier context, source, and current owner before replying.

2. 2
   Review customer context.

   Use Details for contact fields, CRM for pipeline membership, Notes for internal context, and Conversations for earlier history.

3. 3
   Compose the reply.

   Write a message, insert a saved shortcut, add emoji, attach supported files, or request a Copilot draft.

4. 4
   Confirm delivery state.

   Wait for the message to appear normally in the conversation. If it is marked Not sent, correct the issue before assuming the customer received it.

5. 5
   Resolve or reassign.

   Resolve when the customer outcome is complete. Reassign when another teammate should continue the work.

Composer tools

• Saved shortcuts: store frequently used reply text and insert it into the composer for review.
• Emoji: add common emoji without leaving Portal.
• Attachments: attach supported images or files up to 10 MB. Availability depends on the conversation channel.
• Copilot draft: optionally describe what the reply should accomplish, generate a draft, review the result, and edit it before sending.
• Sound: control message sounds for the open conversation.

Channel reply windows

Some messaging providers limit when a business can send a free-form reply. Portal disables Send when the current conversation is outside its supported window. WhatsApp, Instagram, and Messenger generally allow free-form replies for 24 hours after the latest customer message. Portal applies a seven-day limit for LINE conversations.

A new customer message opens the reply window again. For WhatsApp outreach outside an existing window, use an approved message template through the new WhatsApp conversation flow.

Assignment and bulk operations

Use Assign to in an open conversation to select a Human Agent or leave the conversation unassigned when appropriate. Assigning an AI-handled conversation to a Human Agent makes it available for human reply.

Administrators can select multiple conversations in Unassigned and distribute them fairly or send them to a chosen agent. In Assigned, administrators can filter by owner and bulk reassign work.

Start a WhatsApp conversation

1. 1
   Open Assigned to me.

   Choose the new WhatsApp message action.

2. 2
   Select a connected sending number.

   Choose the WhatsApp number that should represent the conversation.

3. 3
   Enter the recipient.

   Select the country code and enter the customer’s phone number carefully.

4. 4
   Choose an approved template.

   Search by name, language, category, or message, then complete every required template variable.

5. 5
   Review and send.

   Confirm the sender, recipient, language, and completed message before creating the conversation.

Resolve a conversation

Select Resolve when the requested work is complete and no further agent response is expected. During resolution, you can place the contact into an appropriate CRM pipeline and stage and complete any information fields required by that pipeline.

Do not resolve merely to clear the queue. Leave the conversation open or reassign it when another action is still required.

Email queues

Search across customer, subject, message, and address information. Use mailbox filters to narrow the list to specific email addresses, and change the sort when you need the oldest work first.

Open and review a ticket

Select a row to open its thread. Read the subject, participants, earlier messages, notes, attachments, status, and current owner. The details panel contains customer and CRM context that can be updated while you work.

Download an attachment only when it is expected and necessary for the customer request. Follow your organization’s rules for handling customer files.

Reply to email

1. 1
   Open Send Reply.

   The reply composer appears below the email thread.

2. 2
   Choose the sending address.

   Select an address you are permitted to use. Confirm it before writing on behalf of another team.

3. 3
   Write and format the message.

   Use bold, italic, underline, lists, links, saved shortcuts, and attachments when they improve clarity.

4. 4
   Review the thread and recipient.

   Make sure the reply belongs to this ticket and does not disclose unrelated customer information.

5. 5
   Send.

   Wait for the sent message to appear in the thread before closing the ticket.

Compose a new email

Select Compose, choose the From address, enter the recipient, and add Cc or Bcc only when needed. Write a clear subject and message, then attach any required files.

Select Save draft when the message is not ready. Open Drafts to continue or delete it. When the email is complete, send it from the compose window.

Add an internal note

Use a note for teammate context that should not be sent to the customer: verification performed, an approval received, a promised follow-up, or why ownership changed. Keep notes factual and relevant to the ticket.

Notes appear in the thread but are visually distinct from customer email. Always confirm you are in note mode before writing private context.

Assign email work

Open the assignment menu to assign the ticket to yourself, another available Human Agent, an AI Agent, or leave it unassigned. AI assignment can wait for future email or, where offered, begin an AI reply immediately.

Choose ownership according to the ticket’s subject, category, and current workload. Do not assign work to an AI Agent unless that agent is approved for the requested task.

Resolve, reopen, archive, or mark spam

CRM areas

The CRM sidebar contains Pipelines, Contacts, and Organizations. Pipelines organize progress. Contacts hold person-level customer information. Organizations group people around a company or other shared entity.

Find and manage contacts

Use search and filters for country, tags, source, pipeline, stage, and available profile information. Open a contact to review details, CRM memberships, organizations, custom fields, notes, and conversation history.

• Create a contact when the person does not already exist.
• Edit names, email addresses, phone numbers, country, profile details, external references, tags, and available custom fields.
• Add notes that help teammates understand the relationship or next action.
• Review earlier conversations before contacting the customer again.
• Administrators can export permitted contact or pipeline information.

Work with pipeline boards

Select a pipeline from the CRM sidebar. Each column represents a stage in the workspace process, while No column holds pipeline cards that have not been placed into a defined stage.

Drag a card to another column when the customer progresses. Open the contact to edit pipeline-specific card information. A contact can belong to more than one pipeline and can have separate information for each membership.

Configure pipelines as an administrator

1. 1
   Create or open pipeline settings.

   Give the pipeline a stable name, description, and color.

2. 2
   Choose access.

   Mark it Admin only only when ordinary CRM users should not see it.

3. 3
   Define columns.

   Add, name, color, and order stages that match the real customer process.

4. 4
   Define card information.

   Add fields that agents should complete for every card, and mark only truly essential fields as required.

5. 5
   Save and test.

   Add a test contact, move it through the board, and confirm the information remains understandable.

Manage organizations

Create an organization with its name and available business details such as website, email, phone, country, industry, type, and tags. Open the organization to edit it and link existing contacts.

Give each linked contact a useful relationship or role, such as Billing contact or Decision maker. A contact can be connected to multiple organizations when the real relationship requires it.

Keep CRM data useful

• Search before creating a contact or organization to avoid duplicates.
• Use consistent names, countries, tags, and organization roles.
• Write notes as observable facts or agreed next actions.
• Move pipeline cards when the customer state changes, not merely because time passed.
• Remove obsolete pipeline memberships without deleting useful contact history.

Understand the task board

Tasks move through three columns: New, Started, and Finished. Search can match task text and linked contacts. Use the priority filter to focus on important work. Administrators can also filter by assignee.

Create a useful task

1. 1
   Select New task.

   Choose the person responsible for completing it. Non-administrators create tasks for themselves.

2. 2
   Set priority deliberately.

   Use Priority for work that genuinely needs to stand out.

3. 3
   Write an outcome-focused title.

   For example: Confirm replacement delivery address.

4. 4
   Add enough description.

   Explain the required result, relevant deadline, and information already known.

5. 5
   Link contacts.

   Connect the people affected by the work so the assignee can open the right customer context.

Start, edit, and finish work

Open a task to see its description, assignee, creator, update time, linked contacts, and completion note. Use Edit when you are allowed to change the task. Drag a permitted card into Started when work begins.

Move the card to Finished when the outcome is complete. Add a concise completion note when it helps the creator or future reviewer understand what was done.

Chat with the responsible teammate

When a task has another responsible person available for internal chat, use Chat with from task details. This opens the teammate conversation in Inbox without losing the task’s meaning.

Reference the task title and ask a specific question. Keep final task status and completion information on the task itself so it remains easy to review.

Search and use knowledge

Open Knowledge Base from the application rail. Search by title, phrase, or tag. Select a card to read the complete note, then close the drawer when you are ready to continue your work.

Use a knowledge card as guidance, then apply judgment to the customer’s situation. If a card conflicts with current policy or another trusted source, pause and ask the responsible administrator.

Create and maintain notes

Administrators can create, edit, tag, and delete Knowledge Base notes. Give each note a clear title, explain one subject well, and add tags that represent the words agents are likely to search.

• Prefer one maintained note over several near-duplicates.
• State when a rule applies and when it does not.
• Include the action an agent should take, not only background information.
• Review time-sensitive content after policy, pricing, or process changes.
• Delete a note only after confirming that no current workflow depends on it.

Content limits

A title can contain up to 160 characters. A note can contain up to 12,000 characters. Each note can use up to 24 tags, with up to 80 characters per tag.

What Action Tools do

Action Tools let Portal users perform approved operations in connected systems. Examples include checking an order, creating a service request, updating an external record, or retrieving account information.

The workspace configures Action Tools in Mitsolab Console. Portal shows only tools available to your role or category. Portal users run tools; they do not configure destinations or credentials here.

Run an Action Tool

1. 1
   Open Action Tools.

   Search by tool name and read its description before selecting Run.

2. 2
   Choose a contact when requested.

   If the current page does not provide customer context, search for the correct contact.

3. 3
   Review filled information.

   Some fields can be filled from the selected contact. Confirm the values belong to the intended customer.

4. 4
   Complete required inputs.

   Enter only the information needed for this operation and check spelling, dates, quantities, and identifiers.

5. 5
   Run and review.

   Wait for Completed or Failed, then read the returned values before continuing the customer workflow.

Use action history

The History tab shows recent tool runs available to your access. When Action Tools is opened from a conversation, history can focus on that customer interaction. Use it to confirm whether an operation completed before running the same action again.

A failed result should be read before retrying. Correct an invalid input, choose the proper contact, or ask the workspace administrator when the connected service remains unavailable.

Start a teammate conversation

1. 1
   Open Inbox.

   Find Internal chats below the customer work scopes.

2. 2
   Search for the teammate.

   Select an existing thread or start the direct conversation offered for that person.

3. 3
   Send the message.

   Internal chat uses the center conversation area but is clearly separated from customer conversations.

Use internal chat appropriately

• Ask focused questions about ownership, approvals, or next actions.
• Do not copy private customer content unless the teammate needs it for the work.
• Record final customer context in CRM notes, email notes, or the relevant task rather than leaving it only in chat.
• Use assignment controls, not chat alone, when ownership must change.
• Use task completion notes for completed work that should remain auditable.

Turn coordination into action

A chat message can explain what needs to happen, but it does not transfer ownership or update a customer record by itself. After agreeing on the next step, use the relevant Portal control: assign the conversation or email, create or update the task, and record durable customer context in the appropriate note.

When you ask a teammate for help, identify the customer or work item, state the decision you need, and explain any deadline. Once the issue is resolved, confirm the outcome in the place where the rest of the team will look for it.

Connected conversation sources

Inbox can contain conversations from connected messaging sources such as WhatsApp, Instagram, Messenger, LINE, Telegram, and supported web experiences. The conversation source appears with the customer context and can affect reply and attachment options.

Email has its own Portal application because email uses subjects, sending addresses, ticket states, drafts, and threading that differ from messaging conversations.

Reply availability

When Send is unavailable, wait for a new customer message or use a supported outreach method. For WhatsApp, approved templates can begin a permitted outbound conversation.

Attachments

The attachment control accepts files supported for the open channel, up to 10 MB per selected file. Portal can offer images, video, audio, or documents depending on the source.

Review the file name and preview before sending. If Portal marks the attachment Not sent, try a supported type and size, confirm the conversation is still replyable, and ask an administrator to verify the channel connection if failures continue.

WhatsApp templates

Approved WhatsApp templates allow a workspace to begin a conversation using a connected WhatsApp number. Choose the correct language and template, complete every variable, and read the personalized preview.

Templates and sending numbers are managed outside the conversation flow. If the expected option is missing, ask the workspace administrator to review the WhatsApp connection and approved templates in Console.

Human Agent opening routine

1. 1
   Confirm the workspace and start your shift.
2. 2
   Check Assigned to me in Inbox and Email.
3. 3
   Review unread, waiting, and priority work before taking new conversations.
4. 4
   Check New and Started tasks assigned to you.
5. 5
   Read any relevant Knowledge Base updates before answering affected customers.

Handle a customer request

1. 1
   Read the full request and recent conversation or email context.
2. 2
   Confirm the customer record and any related organization or pipeline information.
3. 3
   Consult shared knowledge or run an approved Action Tool when required.
4. 4
   Reply clearly and state the next action or expected outcome.
5. 5
   Update CRM notes, pipeline state, or a follow-up task when the work continues beyond the reply.
6. 6
   Resolve only when the request is complete.

Administrator queue review

1. 1
   Open Dashboard and review current workload and waiting signals.
2. 2
   Check Unassigned and Unresolved Inbox work.
3. 3
   Check Unassigned email tickets and anything unusually old.
4. 4
   Use assignment or bulk reassignment to balance the team.
5. 5
   Review Live dashboard alerts and preview the conversations that need context.
6. 6
   Use Reports to distinguish a short spike from a continuing process problem.

Human Agent closing routine

1. 1
   Resolve work that is genuinely complete.
2. 2
   Reassign conversations and email another teammate must continue.
3. 3
   Update Started tasks and record completed outcomes.
4. 4
   Add concise customer or email notes for context that must survive the handoff.
5. 5
   End your break if one is active, then end your shift.

Personal display preferences

Theme, pattern, and scale choices affect your Portal experience. Select them from the global header. The available high-contrast and color-vision-friendly palettes can improve readability.

Inbox sound, saved messaging shortcuts, saved email shortcuts, panel sizes, and some recently used choices are also personal conveniences. When using another browser or device, review these settings again.

Workspace and sign-in behavior

Portal can reopen the workspace selected during the current signed-in session. Always confirm the workspace name after signing in, especially when your account belongs to several organizations.

Log out on shared computers. Signing out closes your Portal session but does not change your workspace membership or assignments.

Keyboard and accessibility

• Use Tab and Shift+Tab to move between interactive controls.
• Use Enter or Space to activate the focused button.
• Use Escape to close supported menus, drawers, and dialogs.
• Choose a high-contrast or color-vision-friendly palette when helpful.
• Increase Scale when controls or text are too small, or reduce it when you need a denser workspace.

I cannot open a workspace or page

• Confirm you signed in with the invited email address.
• Check Invitations in the workspace chooser.
• Confirm you selected the correct workspace.
• If the workspace says Inactive, ask its administrator to review the Portal subscription or project status.
• If one application is missing, ask whether your role includes that area.
• After a membership change, sign out and back in.

I cannot reply in Inbox

• Start your shift and end any active break.
• Confirm the conversation is assigned to a Human Agent when it is AI handled.
• Check whether the conversation is already resolved.
• Read the Send tooltip for an expired reply window.
• Confirm the message or attachment is supported for the channel.
• If the same channel repeatedly fails, ask an administrator to check its Console connection.

I cannot find, assign, or reply to email

• Check All, Assigned to me, Unassigned, Resolved, Archived, and Spam as appropriate.
• Clear search, mailbox filters, and sorting that may hide the ticket.
• Confirm you have permission to send from the selected address.
• Reopen a resolved ticket before continuing work when Portal offers that action.
• If assignment options are missing, ask an administrator to review email routing and agent access.

CRM or Tasks does not show what I expect

• Clear search and filters, then confirm the active pipeline or organization.
• Check No column when a pipeline card has no stage.
• Confirm whether the pipeline is restricted to administrators.
• For Tasks, check New, Started, and Finished and clear priority or assignee filters.
• Ask the record owner or administrator when an edit, move, delete, or export control is unavailable.

Knowledge Base or Action Tools is missing information

• Clear search and refresh the panel.
• Confirm you are in the correct workspace.
• Ask an administrator whether the knowledge note still exists.
• For an Action Tool, confirm it is available to your role or category.
• Read a failed action result before retrying, and confirm the selected contact and inputs.

Contact support with useful evidence

When the problem continues, provide the workspace name, affected Portal area, approximate time and timezone, what you expected, what happened, and the relevant conversation, email, contact, task, or action label. Include a screenshot with sensitive customer content removed when it helps explain the interface state.

Portal terms

Ownership and availability

Access determines which Portal areas and controls a person can use. Assignment identifies who is responsible for a particular conversation or email. Shift and break describe a Human Agent’s current availability. These ideas are related, but changing one does not automatically change the others.

For example, a teammate may have Human Agent access while off shift, or may be on shift without owning a particular conversation. Use the assignment control when responsibility must move.

Records and work states

A contact is the customer record. A conversation or email ticket is a communication thread. A pipeline card shows that contact’s progress in a particular process. A task represents follow-up work. Updating one of these does not replace the others.

Resolved means active handling is complete. In Email, archived retains a ticket outside the active and resolved queues. Use the state that reflects what the team should do next.