Support Chat

Overview

Support Chat connects Operations and Landlords inside Hububb. It serves as a dedicated communication space for both sides to coordinate about properties, reservations, or ongoing operational tasks — without using external tools or mixing these discussions with guest messages.

Each support chat thread represents an ongoing dialogue between a landlord and the Hububb operations team. It may include follow-ups on bookings, payouts, service coordination, or any other landlord-related topic.

Purpose

The Support Chat exists to:

• Centralize all Operations ↔ Landlord communication within Hububb

• Keep a clear separation between guest conversations and internal coordination

• Provide quick access to context, such as the related property or reservation

• Maintain a searchable history of operational communication

Layout

1. Thread List (Left Panel)

• Displays all support threads in an infinite scroll list.

• Includes a search bar to filter by keywords or tags.

• Supports sorting by:

  • Newest Activity

  • Unread First

  • Important First

• Operations users also have a “Guest Coordinated” toggle to filter threads handled by the Guest Coordination team.

• Clicking a thread opens its conversation in the center panel.

2. Conversation View (Center)

• Displays the full message history for the selected thread.

• Messages include:

  • Sender avatar and role (Operations, Landlord, or system)

  • Source badge (e.g., OTA, Hububb Direct)

  • Time sent and read status

• Supports attachments

• Includes quick access to mark as Read, Unread, or Priority (starred).

• Internal notes can be shown or hidden for focused reading.

3. Context Panel (Right)

• Displays property and reservation details for the current thread.

• Includes stay dates, guest information, OTA source, and any linked booking data.

• Updates automatically when a thread with new context is opened.

• On smaller screens, this panel collapses to maximize chat space.

Working with Threads

Thread Creation

• A new thread is automatically created when:

  • A landlord contacts Operations via Hububb support interface, or

  • Operations staff initiates a conversation related to a landlord or property.

• Each thread includes both:

  • One or more Operations users

  • The Landlord

• When Landlord clicks on the Support Chat button, a new message is automatically sent by the system to the Landlord: "Hello from Hububb! How can we help you today?". It is sent from the Hububb Admin Account.

Opening Threads

• Selecting a thread loads all messages and automatically marks it as seen.

• Context data (property, reservation, participants) loads dynamically.

Searching & Sorting

• Use the search box to find threads by guest name, tag, or keyword.

• Adjust sorting options to prioritize unread or important cases.

Marking & Prioritizing

• Mark Unread/Read: Toggle the envelope icon to move a thread in or out of your “needs attention” queue.

• Mark Priority: Star a thread to flag it as urgent; unstar when resolved.

Notes

• Add internal-only notes in the Notes panel for coordination among team members.

• Notes remain invisible to landlords or external users.

• Use Hide Notes when reviewing long message histories to improve focus.

Support Mode Specifics (Operations View)

• Access Path: When accessed from the admin panel, Support Chat runs in “support mode” (isSupportChat enabled), simplifying the interface for faster workflows.

• New Support Thread: Landlords can start a “Chat with Support,” which Operations users respond to in the unified inbox.

• Tagging & Priority: Certain tagging tools may be hidden in support mode to reduce clutter; priority and unread toggles remain visible.

Indicators and Metadata

• Source Badge: Displays OTA or Hububb origin next to the avatar.

• Unread Marker: Highlights threads requiring attention.

• Last Activity: Threads are auto-sorted by the latest update unless a custom sort is active.

🧪 QA Testing Checklist

🔹 General

• The Support Chat inbox loads with all active threads visible.

• Layout displays three panels: thread list, conversation, and context.

• Searching, sorting, and filtering operate correctly.

• Unread and priority indicators persist after page reload.

🔹 Messaging Behavior

• Messages send instantly with a temporary “sending” state.

• Delivered messages appear in correct chronological order.

• Attachments upload and display properly.

• Operations messages appear with the correct user indicator.

• Landlord replies arrive in real time for Operations users.

• System and OTA messages are labeled with the correct source badge.

🔹 Context & Data Sync

• Opening a thread automatically loads related property and reservation info.

• The right-side panel updates dynamically when switching threads.

• Context data (guest name, stay dates, OTA) matches reservation records.

• Notes are visible only to the landlord if they left the note and it is visible to all operation members if someone from operations left the note. Notes are not visible to other users.

🔹 Permissions

• Operations can view and reply to all support chats.

• Role-based UI changes (e.g., Guest Coordinated toggle) appear only for Operations.

🔹 Performance

• Infinite scroll loads older messages without delay.

• Switching between threads is smooth and maintains scroll position.

• Typing indicators and message delivery states update in real time.

• The chat remains stable during rapid navigation between threads.

🔹 Error Handling

• Failed message sends display a visible retry option.

• Uploading unsupported files triggers an error message.

• Network issues show a clear toast notification without breaking the UI.