# Mitsolab Portal — Complete Guide Mitsolab Portal is the team workspace for monitoring customer operations, answering conversations, managing CRM records, coordinating tasks, sharing knowledge, and running secure external actions. It works alongside Mitsolab AI Agents and connected channels. This file is intentionally structured as a single machine-readable manual for language models, search systems, support assistants, and people who prefer plain text. ## 1. First login Portal verifies the signed-in user, workspace membership, project status, and permissions before returning workspace data. First-use sequence: 1. Sign in with the account associated with the Mitsolab workspace. 2. Open the user menu and confirm the displayed identity and workspace access. 3. Choose Dashboard, Inbox, CRM, or Tasks according to the work being performed. 4. Human agents should start their shift before replying to customer conversations. 5. Use theme and scale controls to configure interface appearance and density. If the project is inactive, Portal shows a project-locked state instead of workspace data. If an account is valid but has no application access, Portal shows a no-access state. ## 2. Navigation Primary workspace areas: - Dashboard: operational overview, live activity, reports, and individual agent performance. - Inbox: shared customer conversations, assignments, realtime messaging, notes, customer context, and resolution. - CRM: contacts, pipelines, organizations, custom fields, notes, activity, conversation history, and duplicate suggestions. - Tasks: a three-stage team work board linked to owners and contacts. Persistent sidebar tools: - Knowledge Base opens a searchable workspace knowledge drawer over the current page. - Action Tools opens permitted external actions and recent run history. - Theme changes Portal between light and dark appearance. - Scale changes interface density. - User menu provides account information, shift controls, break controls, and logout. ## 3. Roles and access Workspace member: - Opens workspace areas permitted for the account. - Uses shared knowledge and allowed Action Tools. - Views and manages tasks according to ownership and task permissions. Human agent: - Starts and ends shifts and breaks. - Handles assigned customer conversations. - Sends replies and supported attachments. - Edits connected customer context. - Adds internal notes and uses internal chat. Administrator: - Views workspace-wide and individual operational dashboards. - Assigns and reassigns conversations, including bulk operations. - Manages pipelines, stages, Knowledge Base content, and Action Tools. - Uses protected CRM and reporting exports. Permissions are enforced by backend functions and database policies. Hiding a control in the interface is not the only access restriction. ## 4. Dashboard The Dashboard contains four major operating views. ### Global command center The global view summarizes current workload and health. It includes open work, response and resolution metrics, throughput, quality coverage, channel distribution, ticket status, workload signals, and recent volume trends. ### Live dashboard The live view tracks current agents, active chats, waiting customers, late-chat signals, alerts, and workspace events. It refreshes periodically and receives realtime updates. Administrators can filter activity by agent and preview an active conversation. ### Historical reports Reports support preset and custom date ranges plus timezone selection. Available analysis includes: - Total messages. - Distinct conversations. - Engaged customers. - Average messages per conversation. - Average conversations per customer. - Average messages per customer. - Repeat customers and repeat rate. - Historical returning customers. - Message trend. - Channel distribution. - Geography. - Top routes. - Peak hours. - Peak weekdays. - Highlight days. - Peak months. Reports can be exported as styled HTML and Excel workbooks. Spreadsheet text is sanitized before export to reduce formula-injection risk. ### Agent snapshot Administrators can select an agent to inspect personal workload, response quality, resolution performance, activity, and a user-level report. Important operational signals: - Waiting on agent means the customer sent the latest message and needs a human response. - First response measures the delay before the first human reply. - Resolution time measures how long a ticket remains open. - Reopened tickets indicate conversations that needed work after closure. - Channel mix shows where customers contact the workspace. ## 5. Inbox Inbox is the shared operating surface for human conversations. ### Shift management Human agents start a shift from the user menu. While offline, the external customer composer is disabled. Agents can start and end a break without ending the shift. Ending a shift may be blocked while assigned chats still require ownership or resolution. ### Inbox scopes - Assigned to me: active chats assigned to the signed-in agent. - Assigned: active chats assigned across the workspace. - Unassigned: active chats without an owner. - Resolved: closed conversations retained for history. - Unresolved: active conversations older than their configured follow-up threshold. - AI Handled: conversations managed without a current human handoff. Administrators can filter assigned or unresolved work by owner. Unassigned chats can be assigned individually or in bulk. Assigned work can be bulk-reassigned. ### Opening a conversation When a conversation is opened, Portal loads bounded history from the current handoff period, stored attachments, unread state, customer context, notes, and earlier conversations. The center column owns message history. The right panel owns Details, CRM context, Notes, and Conversations. ### Composer tools - Text replies appear optimistically before backend confirmation. - Saved shortcuts insert reusable reply text stored for the current browser session. - Emoji can be inserted from the built-in picker. - Draft response accepts optional instructions, generates a suggested response, and allows review, acceptance, or cancellation. - Attachments can be selected or dropped when supported by the current channel. Attachment images and files appear immediately using a browser-local preview. Upload and provider delivery continue in the background. The same frontend message node remains mounted when realtime confirmation arrives, preventing visual flashing. After refresh or reopening, Portal uses a temporary signed storage URL instead of the local preview. ### Assignment Use Assign to in an open conversation to change ownership. Administrators can use fair distribution or a selected teammate during bulk assignment. Bulk reassignment supports choosing a current owner and destination owner. ### Customer details in Inbox The Details panel can manage: - Customer name. - Phone number. - Email address. - Country. - Gender. - Age. - External identifier. - Tags. - Organization memberships. - Organization role or job title. - Supported custom fields. The CRM tab shows pipeline memberships and can add the contact to another pipeline or stage. Notes are internal and tied to the handoff. Conversations shows earlier resolved handoffs and their notes and messages. ### Resolution Resolve closes the human handoff. When pipelines exist, the resolution flow can place the contact into a selected stage and capture configured pipeline-card information. Resolution records the final message boundary and moves the conversation to Resolved. ### Reply windows Portal disables free-form Send outside supported customer-service windows: - WhatsApp: 24 hours after the latest customer message. - Instagram: 24 hours for the ordinary response flow used by Portal. - Messenger: 24 hours for the ordinary response flow used by Portal. - LINE: seven days in Portal because LINE friendship state is not stored. LINE friends may accept push messages later. - Telegram: no Portal reply-window lock. - Website: no external provider reply window. A new customer message immediately reopens the applicable window. Outside the window, the Send button shows an immediate interface tooltip explaining that the chat is outside the allowed window. ## 6. CRM CRM creates durable customer records from conversations and manual entry. ### Contacts The contact list supports search, manual contact creation, contact detail, notes, activity, conversations, duplicate suggestions, organizations, and pipeline memberships. Administrators can export contact data as CSV or Excel. Contact profile information can include name, phone, email, country, gender, age, external identifier, tags, and workspace-defined custom fields. ### Pipelines A pipeline is an ordered board containing stages. Contacts can belong to multiple pipelines. Pipeline workflow: 1. Select or create a pipeline. 2. Create, rename, color, reorder, or delete stages. 3. Add an existing contact, create a contact, or add a pipeline note. 4. Drag contact cards or notes between stages. 5. Edit configured card fields. 6. Filter by country, profile values, stage, or search text. 7. Administrators can export pipeline cards. Deleting a populated stage requires choosing how its cards are handled. ### Organizations Organizations represent companies or groups. A contact can be linked to organizations with an optional role or job title. Organization detail shows organization information and linked members. ### Contact detail areas - Profile contains identity, tags, and custom fields. - Pipelines contains every pipeline membership and stage. - Organizations contains business relationships. - Notes contains internal contact notes. - Activity contains CRM change history. - Conversations contains earlier handoffs and messages. - Duplicates contains suggested matching records for review. ## 7. Tasks Tasks is a workspace board with three statuses: - New: captured and waiting to begin. - Started: actively owned and in progress. - Finished: completed with an optional finish note. A task can contain a title, description, assignee, priority state, linked contacts, creator, finish note, timestamps, and ordering information. Task workflow: 1. Create an outcome-focused title. 2. Add enough description for another teammate to continue. 3. Choose a responsible workspace user. 4. Mark priority when necessary. 5. Link relevant CRM contacts. 6. Drag the task between board stages. 7. Add a finish note when completing the task. Search, priority filtering, and administrator assignee filtering are available. Task rows explicitly return whether the current user can edit, delete, or move them. Ownership, assignment, administrator status, and backend policy determine those capabilities. ## 8. Knowledge Base Knowledge Base is a workspace drawer for policies, product facts, procedures, and playbooks. - Search evaluates title, description, and tags. - Results are scored so stronger matches appear first. - Knowledge cards open without leaving the current workspace area. - Administrators can create, edit, tag, and delete entries. - Portal caches workspace entries in the browser and checks a latest-update marker before downloading changes. Effective knowledge cards use a direct title, one clear fact or procedure, consistent tags, and explicit exceptions or escalation rules. ## 9. Action Tools Action Tools are permission-aware outbound HTTPS actions run from Portal. Configuration includes: - Name and description. - Enabled state. - HTTP method. - Public HTTPS endpoint. - Input fields. - Linked contact fields. - Fixed and secret headers. - Request body template. - Response mappings. - Permissions for administrators, all human agents, or selected user categories. Supported field styles include text, textarea, number, boolean, select, date, and datetime. Linked fields can use approved contact identity or custom-field context. Linked values can be visible or hidden from the person running the action. Action workflow: 1. Configure the tool. 2. Test with mock field values. 3. Inspect the response and select response paths. 4. Save readable response mappings. 5. Open the runner. 6. Select a contact when linked fields are used. 7. Review visible values and supply required input. 8. Run the tool. 9. Review status, HTTP result, mapped values, and safe errors. 10. Use recent run history for operational review. Network protections: - Endpoint must use public HTTPS. - Localhost is blocked. - Private, loopback, link-local, and reserved networks are blocked. - Credential-bearing URLs are blocked. - Unsafe redirects are blocked. - Protected headers cannot be overridden. - Payload, timeout, redirect count, and response size are bounded. - Authentication is validated by the Edge Function. ## 10. Internal chat Internal chat provides direct messaging between authorized workspace users. - The same two users reuse one peer thread. - Threads track unread counts. - Opening a thread can mark it read. - Older messages can be loaded without losing reading position. - Tasks can open an internal conversation for coordination. - Only thread participants inside the workspace can access its messages. Customer attachments are not supported in internal chats. ## 11. Channels and limits ### WhatsApp Free-form reply window: 24 hours after the latest customer message. Portal attachment selection includes JPEG, PNG, supported audio and video, PDF, text, Word, Excel, and PowerPoint formats within the Portal upload limit. Approved WhatsApp template flows are used to initiate or resume conversations where applicable. ### Instagram Free-form reply window: 24 hours for the ordinary response flow used by Portal. Portal attachment selection includes JPEG, PNG, GIF, and MP4. ### Messenger Free-form reply window: 24 hours for the ordinary response flow used by Portal. Portal attachment selection includes common images, audio, video, documents, text, spreadsheets, presentations, and ZIP files. ### Telegram Portal does not apply a reply-window lock. Media is routed as a photo, video, audio, or document based on its type. ### LINE Portal applies a conservative seven-day boundary because friendship state is not stored. The current integration sends JPEG and PNG as native LINE image messages. ### Website Website conversations do not have an external provider reply window. Attachments are not enabled in the current website composer. Unsupported channel attachment types are silently refused by the frontend before upload. ## 12. Daily workflows ### Human-agent opening routine 1. Sign in and start the shift. 2. Review Assigned to me and unread conversations. 3. Prioritize customers waiting on an agent. 4. Check customer context before replying. 5. Use notes for facts teammates need later. ### Resolve a customer issue 1. Confirm the requested outcome. 2. Run an Action Tool if an external system is required. 3. Explain the result clearly. 4. Update customer, organization, pipeline, or task data. 5. Resolve the conversation and record useful pipeline-card information. ### Administrator queue review 1. Open Dashboard for service health. 2. Inspect Unassigned and Unresolved Inbox scopes. 3. Balance work with assignment or reassignment. 4. Use Live dashboard for waiting and late-chat alerts. 5. Review agent reports before changing staffing or process. ### CRM follow-up 1. Open the contact from Inbox or CRM. 2. Verify identity, tags, organizations, and duplicate suggestions. 3. Add the contact to the appropriate pipeline stage. 4. Create a linked task with a clear owner. 5. Preserve the outcome in notes and finish notes. ## 13. Preferences and accessibility - Theme switches Portal appearance. - Interface scale changes workspace density. - Chat sound controls incoming and outgoing sounds. - Inbox column widths are remembered by the browser. - Unread counts are maintained for the signed-in session and reconciled with realtime events. - Saved shortcuts are stored for the browser session, not shared workspace-wide. - Knowledge Base uses browser caching for speed. - Composer text direction adapts to left-to-right and right-to-left writing. - Status, loading, and disabled states use accessible labels. ## 14. Troubleshooting ### Send is disabled Check whether a chat is selected, the shift is active, the conversation is unresolved, preview mode is closed, reassignment is complete, and the provider reply window is open. ### Attachment is silently ignored The extension and MIME type are not supported for the current channel. ### Attachment appears and becomes Not sent The local preview succeeded, but authorization, storage upload, or provider delivery failed. Retry with a supported file and confirm the channel connection. ### Shift cannot end Resolve or reassign active work first. ### Reports or exports are unavailable These capabilities may require administrator access. ### Chat is missing Check scope, search, assignee filter, reassignment, resolved state, and Unresolved. Refresh after a realtime interruption. ### Action Tool endpoint is rejected Use a public HTTPS URL. Localhost, private networks, reserved networks, credential-bearing URLs, unsafe redirects, and protected headers are rejected. ### Project inactive The workspace project must be activated by its owner or Mitsolab support. ### No app access assigned An administrator must grant the account an appropriate category or role. ## 15. Glossary - Action Tool: a configured, permission-aware outbound HTTPS action. - AI Handled: a conversation managed by AI without a current human handoff. - Contact: a durable CRM identity connected to conversations and work. - Conversation note: internal context attached to a human handoff. - Handoff: the period when an AI or channel conversation is assigned to a human team. - Organization: a company or group linked to 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 follow-up threshold. - Workspace: the security and data boundary shared by a Mitsolab team. - Workspace user category: a role grouping used for permissions such as Action Tool access. ## Official links - Website: https://www.mitsolab.com/ - Portal: https://portal.mitsolab.com/ - Dashboard application: https://app.mitsolab.com/ - Human-readable guide: https://www.mitsolab.com/guide - Contact: https://www.mitsolab.com/contact-us