Support/Live Chat/Engineering Plan

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This document is geared towards the developers and designers for this project (present and future)



  • Continue to add and evolve the user stories, then refactor the milestones to be primarily a list of userstories to implement for that milestone.

Top Level Architecture [edit]

This page is a summation of the client side interfaces to this system. They are built using html, css, and javascript.

Key actors

  • User : This is the community member with the issue/concern they would like to get resolved using the live chat tool
  • Helper : These are community members who are helping the Users to resolve their issues using this Live chat tool as the communication medium.
  • Monitor : These are admin types (room monitors) who have the ability to
    • ____________
    • ____________


What authentication / authorization concerns are there for the various user stories?

Is there a single authentication store and then authorization levels (roles) for Helpers and Monitors?

notes started here:

Browser support

is there an existing browser support spec for mozilla projects in general or do we have a special list for this?

Performance Expectations

Fast response time, able to handle 30+ chatrooms with 50+ total people

How do we load test in a repeatable fashion?



Goal: Implement minimal feature set to demonstrate proof of concept and spot technical and UX issues.


  • Supports generic chat features that are expected from a chat client
    • Roster to show logged in users, plus users in each chatroom
    • Flexible notifications for invitations (new chat request alerts with an accept/cancel response and have a countdown timer)
    • Tab-based interface for chats, with a flexible sidebar for showing status information
    • hyperlinking of URLs in messages
  • Primary User Stories
    • Live Chat helper workflow
    • Firefox user workflow
    • Room monitor/admin workflow
  • Features For Helper
    • Canned responses sorted by category %%sam Global canned or per user (or both) %%
    • Inviting both individuals and entire workgroups into chatrooms
    • Viewing archived logs
    • Viewing "more details" on each chat (user-agent, installed plugins,


Goal Implement the minimum set of features required for a release candidate


  • Ability to recover from browser crashes and accidental tab closings
  • Formatting for messages (buttons for b, em, etc)
  • Visual tab indicators so that helpers can quickly identify chats that need immediate action (color coded tabs in PRD)
  • Audio indicators for helpers and users
  • Integration with SUMO/Kitsune search, for quickly finding and linking KB articles without going to another window
  • Integrated "follow up in the forum" button to send the user to create a new forum thread that is linked to the chat.
    • We are already doing this with the SUMO forum, but it needs to be re-implemented to support Kitsune and be more user-friendly.

Overall Chat Interface for Helper


User Stories

Actor: User

User Login (u.1)

  • user with an issue goes to and clicks login link
  • dialog appears to allow them to provide username and pw and submit. Also there is a create account link if they do not have an account.
  • once they have a valid account and submit the correct username and pw they are taken to u.2

User Ask a New Question (u.2)

  • User is presented with a New Question form.
  • top of the form shows the live chat status, if status in one of these states: _______ the form is enabled. Else copy shows ______________
  • Form fields are
    • Question (required)
    • Nickname (required)
    • AddOns (optional)
    • Browser Version (pre-filled but editable, required)
    • OS version (pre-filled but editable, required)
    • "Did you search the Knowledge Base first?" y/n question (required)
  • The user fills in the form (makes corrections if validation does not pass) and submits
  • User is taken to u.3

User Waiting in Queue (u.3)


User Talking to Helper (u.4)


User Transferred back to Queue by helper (u.5)


User Ends chat (u.6)


User Continues a previous chat (u.7)


Actor: Helper

<note> same as helpers (have same interface), except with room monitors is that they can join arbitrary chats

Helper Logs in (h.1)

Helper Sends User back to Queue (h.2)

Actor: Monitor

Monitor Logs In (m.1)