Client Portal guide

This manual covers only the user interface (UI) of the SmartQueue Client Portal, intended for customer support and operations teams.

Included:

• Sign-in and password recovery.
• Portal navigation and organization selection.
• Portal sections: Setup, Overview, Business Instructions, Workflow Rules, Ticket Systems, Ignore Rules, Allowed Tags, Approved Replies.

Not included:

• API/technical documentation.
• Internal platform administration and deployment/operations tasks.

1) Portal access

Typical routes:

• Login: /login
• Client portal: /portal
• Forgot password: /forgot-password

1.1 Sign in

1. Open the Sign in screen.
2. Enter:

- Email

- Password

1. Select Continue.

Notes:

• Depending on environment configuration, the Create account (registration) link may be enabled or disabled.
• If your user is not attached to any organization, the portal shows a message indicating there are no organizations assigned yet.

1.2 Sign out

• In the portal top bar, select Log out.

1.3 Forgot password

1. On the login page, select Forgot your password?
2. Follow the instructions to receive a reset link or token (if email delivery is enabled in the environment).

2) UI overview

The portal UI is composed of:

• Left sidebar:

- Signed-in user (name/email).

- Section navigation.

- Organizations list available to your user.

• Main area:

- Client Portal header and Log out button.

- Collapsible sections (“accordion” style) to manage the selected organization.

2.1 Select an organization

1. In the sidebar under Organizations, choose the organization you want to manage.
2. The portal reloads the configuration and data for that organization.

Tip:

• Confirm you are in the correct organization before editing rules, tags, or approved replies.

3) Setup (Workspace Setup)

The Workspace Setup section shows a checklist that helps your organization reach a safe “ready” state before enabling full production automation.

What you will see:

• Setup status (for example: “X% ready”).
• Checklist items with:

- Status indicator (OK or !)

- Item name

- Short hint/description

- Owner/responsible party

Recommendation:

• Complete the checklist before switching your ticket system to Live Mode.

4) Overview (Workspace Overview)

The Workspace Overview section provides a quick snapshot of:

4.1 Organization

• Name: organization name.
• Language: default language.
• Role: your role in the organization.
• Setup: checklist status and progress percentage.

4.2 Current Mode

Shows the current operating mode:

• Ticket system: active ticket system.
• Mode:

- Test Mode: testing (does not send real replies).

- Live Mode: sends replies.

- Internal Review Only: drafts/proposes replies but does not auto-send.

• Internal note: whether SmartQueue saves the proposed reply as an internal note.

4.3 Plan usage

The Overview also shows a Total resolutions counter for your plan, with a breakdown by Email, Chat, and Hub, so you can see plan consumption at a glance.

5) Business Instructions

In Business Instructions, you define business guidance that SmartQueue uses as a safe layer on top of protected system logic.

Fields:

• Name: read-only (contact your SmartQueue admin to rename).
• Default Language: default language for your support operations.
• Reply Behavior Instructions: guidance on tone, style, and how replies should behave.
• Supervisor Review Instructions: guidance for human review in sensitive or risky cases.

Action:

• Select Save Business Instructions to store changes.

6) Workflow Rules

Workflow Rules are natural-language business rules SmartQueue evaluates before normal reply generation.

6.1 Rules list

Each rule shows:

• Key: unique identifier (rule_key).
• Action: what happens when the rule matches.
• Enabled/Disabled state.

Available actions per rule:

• Edit
• Enable/Disable
• Delete (confirmation required)

6.2 Create / edit a rule

Fields:

• Rule Key: unique identifier (letters, numbers, underscores).
• Name: human-friendly display name.
• Action:

- Reply With Template: sends a fixed safe message.

- Escalate: no auto-reply; escalates for manual handling.

- Hold For Review: no auto-reply; holds for manual review.

- Resolve: closes the ticket automatically.

- Continue: treat as no match and continue normal automation.

• Instruction: describe the business situation and intended handling.
• Reply Template: used only with Reply With Template.

Save:

• Save Workflow Rule (create) or Save Changes (edit).

Note:

• Activation is controlled by the per-rule Enable/Disable button in the list.

7) Ticket Systems (Connections & Credentials)

This section connects and configures your organization’s ticket system.

Considerations:

• Keep only one ticket system active at a time.
• If billing/subscription is not active, the UI may show Subscription required and disable connections.

7.1 Configure mode and behavior

For each configured ticket system, you can:

• Enable/disable: Use {system}.
• Choose a mode:

- Test Mode

- Live Mode

- Internal Review Only

• (Optional for Freshdesk) configure:

- Freshdesk Group ID

- Freshdesk Product ID

• Enable Also save the proposed reply as an internal note to store the proposal as an internal note.

Save:

• Save {system_name}

7.2 Save credentials securely

In Secure Connection, you can save encrypted credentials.

Important:

• SmartQueue encrypts secrets upon saving.
• The UI will not show stored secret values again.
• Leave secret fields blank if you want to keep the currently saved value unchanged.

Typical fields:

• Freshdesk:

- Freshdesk Domain

- Freshdesk API Key

• Salesforce:

- Salesforce Auth Base URL

- Salesforce Client ID

- Salesforce Client Secret

Save:

• Save Secure Credentials

8) Ignore Rules (Ignored Emails & Domains)

Ignore Rules prevent automated replies for certain senders.

Behavior:

• If the requester matches an ignored email or domain, SmartQueue does not auto-reply and escalates the ticket for review.

Rules:

• Matching is case-insensitive.
• Domains should look like example.com (no @).
• Emails must be full addresses like user@example.com.

Actions:

• Add, edit, and delete Ignored Emails.
• Add, edit, and delete Ignored Domains.

9) Allowed Tags (Allowed Tags Library)

Allowed Tags is the closed list of tags SmartQueue is allowed to use for ticket classification for your organization.

Source:

• A Source selector switches between Email, Chat, and Hub.
• Each source keeps an independent tag library; editing one never overwrites the others.
• Only one source is active per organization.

Actions:

• Edit an existing tag (save with Save Changes).
• Delete an existing tag (confirmation required).
• Add a new one under Add New Tag (save with Save New Tag).

Recommendation:

• Keep tags consistent and avoid semantic duplicates (for example, refund vs refunds).

10) Approved Replies (Approved Replies Library)

Approved Replies are a library of pre-approved responses SmartQueue can safely reuse.

Source:

• A Source selector switches between Email, Chat, and Hub.
• Each source keeps an independent reply library; editing one never overwrites the others.
• Only one source is active per organization.

Each reply includes:

• Folder: category/folder.
• Case Name: case key/name.
• Answer: the reply content.

Actions:

• Edit: update folder and content (the Case Name remains the reference).
• Delete: permanently removes the reply (confirmation required).
• Import/Export: import replies in bulk from an Excel file, or export the current library to Excel.
• Add a new reply under Add New Approved Reply:

- Case Name

- Folder

- Answer

- Save with Save Approved Reply

Tip:

• Use a consistent Case Name convention (for example, billing_refund_policy, shipping_delay_explanation) to make maintenance easier.

11) Plans & Billing

In Plans & Billing, you choose a plan sized by the number of monthly AI resolutions your organization needs.

11.1 Choose a plan

• Starter and Essential: self-serve checkout — secure checkout by Stripe; card details are handled by Stripe and never stored by SmartQueue.
• Professional and Enterprise: contact sales to activate.

11.2 Manage your subscription

• Select Manage in Stripe to open the Stripe customer portal, where you can view invoices and update payment methods.

12) Missing Information

Missing Information lets you configure the fields the AI asks for when a request lacks required details before answering.

Behavior:

• If an incoming request is missing a required field (for example, an order number), SmartQueue asks the customer for it before generating an answer.

Actions:

• Add, edit, and delete the fields your organization requires.

13) First-login AI onboarding

On your first login, a one-time “Want a head start?” popup offers AI-assisted onboarding.

How it works:

1. Paste your website URL into the popup.
2. The AI generates draft Business Instructions and a starter Approved Replies file.
3. Download the file, review it, and import it when you are ready.

Note:

• Nothing is written to your organization without your approval — you review everything before importing.

14) Quick best practices

• Switch to Live Mode only when Workspace Setup is ready and credentials are saved.
• Use Test Mode to validate rules and approved replies before automating.
• Keep Approved Replies aligned with real, current policies.
• Use Ignore Rules to reduce noise (marketing, testers, no-reply) and protect team time.