OmniChannel-CMS

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🟣 Omnichannel Intake WhatsApp, Email, Web form, Phone – all tickets in one dashboard.

• Ticket Management Full conversation history, file attachments, internal notes, status/priority changes.
• Public Portal Customers submit complaints and track progress via a unique token.
• Agents Dashboard Filterable list, stats cards, click‑to‑open modal with all ticket details.
• Role‑Based Access Agents, Supervisors, Admins – each sees only relevant data.

🟣 SLA & Escalation

• SLA Rules – Define response/resolution targets per priority (Low → Critical).
• Breach Detection – Periodic tasks automatically mark breached tickets.
• Escalation Policies – Multi‑level escalations (e.g., Level 1 → supervisor, Level 2 → department head).
• SLA Dashboard – Real‑time charts and KPIs (average times, breach counts, trends).

🟣 Communication Channels

• WhatsApp Integration – Two‑way messaging, auto‑reply with ticket link, media handling, message threading.
• Email – Send/receive via SendGrid; confirmation emails, password reset, notifications.
• SMS (planned) – Optional extension.

🟣 Artificial Intelligence (AI)

• AI Suggest Reply – Generates context‑aware agent replies.
• Arabic Translation – One‑click translation of any comment; ideal for multilingual support.
• Future – Auto‑categorization, sentiment analysis, predictive breach detection.

🟣 Agent Productivity

• Inline Update Form – Change status, priority, department, assigned user, add comment (public or internal).
• File Attachments – Multiple files per update, preview modal (images, PDF, etc.).
• Recent Activity Log – Full audit trail of all changes.

🟣 Admin & Configuration

• Product Management – Add/edit product catalog (supervisors).
• Department Management – Define teams, assign WhatsApp numbers, set supervisors.
• Escalation Policies UI – Create/edit rules via custom admin panel.
• Business Calendars – Working hours and holidays for SLA calculations.

🟣 Reporting & Analytics

• SLA Dashboard – Daily trends, open/resolved tickets, breaches.
• Ticket Metrics – Response times, resolution times, escalation counts.
• Exportable Data – (Roadmap) CSV/PDF exports