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

Summary

Security

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

is there an existing browser support spec for mozilla projects?

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

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.

user with an issue goes to http://support.mozilla.com/en-US/kb/Live+Chat 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 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