M
Mario Aldayuz
PRD: External Support Application for HighLevel Direct Chat Support
## 1. Purpose
Enable GHL support agents and end-users to engage in real-time, on‑the‑go chat support via a dedicated external application (mobile and desktop), reducing reliance on SMS and improving response continuity.
## 2. Background
*
Keith Besherse’s advice:
Leveraging lesser‑known hacks to streamline support workflows.
*
Mario Aldayuz's advice:
Utilize a native iOS/Android/Windows/OSX application for GHL support that doesn't require browser based communications and can seamlessly handoff between devices.
*
Christopher Gaudreau’s suggestion:
SMS-based support is costly for GHL and end-users in foreign markets; a standalone app would be more efficient and affordable.
*
Pain point:
Users often abandon chats when forced to multitask or wait, leading to dropped conversations and unresolved issues.
## 3. Objectives
* Provide a seamless, dedicated GHL support app for iOS, Android, and web.
* Eliminate or dramatically reduce SMS costs by routing support through in‑app messaging.
* Maintain chat state and notifications to prevent abandoned conversations.
* Improve support agent productivity and end-user satisfaction.
## 4. Scope
### In Scope
  1. Mobile applications (iOS, Android).
  2. Progressive Web App (PWA) or desktop client.
  3. Integration with existing GHL Direct Chat API.
  4. Push and in-app notifications for new messages and reminders.
  5. Chat history synchronization across devices.
### Out of Scope
* Billing and account management features.
* Voice or video calling capabilities.
* Support for third‑party chat platforms.
## 5. User Stories
  1. End-User:
    As a customer, I want to receive push notifications for new support messages so I never miss a reply.
  2. End-User:
    As a customer, I want to see my entire chat history when I switch devices so I can pick up where I left off.
  3. Support Agent:
    As an agent, I want to manage multiple chats in a unified interface so I can respond quickly and efficiently.
  4. Support Agent:
    As an agent, I want to view user metadata (location, plan level) within the chat to provide personalized support.
## 6. Functional Requirements
  1. Authentication & Authorization
* Users and agents authenticate via GHL SSO.
* Role-based access: agents vs. end-users.
  1. Real-Time Messaging
* WebSocket or push-based delivery of messages.
* Typing indicators and read receipts.
  1. Notifications
* Push notifications on mobile.
* In-app alerts and badge counters on web.
  1. Chat History & Persistence
* Server-side storage of complete conversation history.
* Local caching for offline access.
  1. Reminders & Follow-Ups
* Automatic reminder if user or agent is inactive > X minutes.
* Option for users to set a manual reminder to revisit chat.
  1. Settings & Preferences
* Notification preferences (mute, do-not-disturb).
* Language and time zone settings.
## 7. Non-Functional Requirements
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Performance:
Chat screen load < 2 seconds on 4G.
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Reliability:
99.9% uptime for messaging services.
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Security:
End-to-end encryption of chat data in transit and at rest.
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Scalability:
Support up to 10,000 concurrent active chats.
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Localization:
Support for multiple languages and time zones.
## 8. Success Metrics
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Adoption Rate:
* 50% of active support users adopt the app within 3 months.
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Chat Abandonment Rate:
* Decrease from current baseline by 30% in 6 months.
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Average Response Time:
* Achieve < 2 minutes agent response time for 90th percentile.
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Cost Savings:
* Reduce SMS expenses by 80% within first year.
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User Satisfaction:
* 90%+ positive feedback in post‑chat surveys.