Two-way portal chat with customers
Messages between rep and customer, with dashboard notifications.
Portal chat is a two-way messaging channel between the customer and their assigned rep. It replaces low-stakes email back-and-forth ("when is my delivery?", "can you send a copy of the invoice?") with a threaded conversation that lives inside Jeanus.
Where the customer sees it
The customer sees Messages as a tab in their portal at /trade/account, and as a floating chat widget on every trade page. Messages sync between the two.
Where the rep sees it
Reps see all their portal chats in Chats on the sidebar. Unread messages show a badge on the sidebar item. Clicking a thread opens the conversation with the same look and feel as the customer's view.
Who gets the notification
A new customer message fires a notification to the rep who owns the customer. If the customer has no rep, the notification goes to admins. Reps can hand off a chat to another team member from the chat header if the conversation needs a specialist.
What is stored
The full message history is kept forever, keyed to the customer. If a rep leaves and their customer is reassigned, the new rep sees the full chat history so they can pick up where the old rep left off.